Technical Support Associate III (Chicago-based)

About the role

seoClarity is seeking a technically curious, customer-focused Technical Support Associate III (Chicago-based ONLY) to join our growing Technical Client Support team in our downtown Chicago office.

Responsibilities

• Serve as a trusted technical advisor for enterprise SaaS customers by diagnosing platform issues, answering complex product questions, and delivering timely, thoughtful solutions that create exceptional customer experiences.
• Investigate, troubleshoot, and resolve customer-reported technical issues by analyzing platform behavior, identifying root causes, validating solutions, and ensuring issues are fully resolved from beginning to end.
• Partner closely with Product and Engineering teams to reproduce software defects, communicate technical findings, validate bug fixes, and advocate for product enhancements that improve the overall customer experience.
• Support new customer implementations, technical onboarding activities, platform configuration, and solution deployment to help customers realize value from the seoClarity platform as quickly as possible.
• Create, maintain, and continuously improve technical documentation, troubleshooting resources, knowledge base articles, and internal support materials that enhance team efficiency and customer self-service.
• Identify recurring customer challenges, usage patterns, and opportunities for product improvement, providing actionable feedback to Product and Engineering teams that helps shape future platform enhancements.
• Take ownership of every customer interaction by demonstrating professionalism, urgency, critical thinking, and a commitment to delivering an exceptional support experience that strengthens long-term customer relationships.

Requirements

• Bachelor's degree in business, Information Technology, Computer Science, Marketing, Communications, or related field.
• 3+ years of experience supporting customers in a SaaS, software, technology, or other client-facing technical environment where problem-solving and customer communication were key responsibilities.
• Demonstrated ability to investigate technical issues, think critically through complex problems, identify root causes, and drive solutions rather than simply escalating challenges.
• Exceptional verbal and written communication skills, with the ability to confidently explain technical concepts to both technical and non-technical audiences, including enterprise-level customers.
• A strong sense of ownership and accountability with a proactive mindset that follows issues from initial discovery through successful resolution.
• Excellent organizational and time management skills with the ability to prioritize multiple customer requests, projects, and competing deadlines in a fast-paced environment.
• A collaborative approach with experience partnering across cross-functional teams such as Product, Engineering, Customer Success, or Operations to deliver exceptional customer outcomes.
• Genuine curiosity, technical aptitude, and a passion for continuously learning new technologies, software platforms, and emerging AI innovations.
• Previous experience supporting enterprise SaaS software or cloud-based technology platforms.
• Exposure to APIs, integrations, web technologies, or software implementation projects.
• Familiarity with AI-powered tools, automation platforms, large language models (LLMs), AI knowledge bases, or emerging agentic AI technologies.
• Experience working with SEO, digital marketing platforms, website analytics, or search technologies.

Perks & Benefits

• Competitive Compensation: $55k to $60k annually
• Robust Benefits Package: major medical, dental, and vision coverage, company-sponsored life insurance, a 401(k) with company matching, commuter benefits, generous PTO, paid sick time, and company holidays.
• Perks That Support You: continuous learning stipend, paid parental leave with extended work-from-home flexibility for new mothers, company-wide celebrations, and an annual global summit that brings teams together.
• Snack & Beverage Fuel: a fully stocked kitchen with snacks, drinks, and grab-and-go options to keep energy high and focus sharp throughout the day.
• In-Office, Hybrid Schedule by Design: high-impact collaboration in the office Tuesday through Thursday, with Mondays and Fridays reserved for remote work.
• Convenient Downtown Access: easy access to major commuter options, including nearby CTA train and bus routes, Ogilvie Transportation Center, and Union Station.
• On-Site Dining & Everyday Convenience: access to Market Creations, a convenient on-site café/restaurant, along with lobby services including a sundry shop, ATM, and FedEx Office.
• Modern Building Amenities: the building features a newly upgraded amenity floor with the Connect 101 Lounge, flexible collaboration areas, conference space, and a game room for casual breaks or informal team connection.
• Fitness & Commuter-Friendly Perks: access to FIT 101, a fitness center with cardio equipment, free weights, Peloton bikes, locker rooms, showers, towel service, and Cycle 101 secure bike storage.
• Community & Tenant Experience: tenant programming, shared amenity spaces, and unique building features such as its on-site beehive sustainability program.