Technical Support Specialist

About the role

Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world. As a Technical Support Specialist, you will have the opportunity to maintain relationships with some of the biggest brands in the world, support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams.

Responsibilities

• Respond to customer inquiries in Intercom ticketing system in a timely and professional manner, and provide work arounds or alternate solutions while issues are being investigated
• Diagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in Linear
• Investigate problems using data logs, on platform and API testing, using Fullstory to view user sessions, backend settings, and engaging with our integration partners
• Collaborate with engineering, support engineering, and product teams to identify and resolve technical problems
• Create RCA (Root Cause Analysis) documentation for some incidents when necessary
• Create and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tips
• Absorb and assist in the onboarding process for new team members, providing training and support as needed
• Gather customer feedback and insights to help improve product features and support processes
• Participate in team meetings to discuss ongoing issues, share knowledge, and enhance overall support quality
• Establish baseline performance metrics related to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSAT

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• 2+ years of experience in a technical support role at a software company
• Strong troubleshooting skills with the ability to diagnose complex technical issues
• Familiarity with software development processes and technologies (e.g., APIs, databases, querying DBs via SQL) and familiarity with log and error monitoring
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users
• Strong problem-solving abilities and a customer-oriented mindset
• Experience with ticketing systems and support tools (e.g., Intercom, Zendesk, Linear, JIRA) is a plus
• Experience with different HR systems, ATSs, and multi-product suites is preferred

Qualifications

• Nice to have: Experience in B2B SaaS startup environments, Working remotely for a global company across multiple time zones, SQL experience

Skills

• Technical Support

Benefits

• Competitive health plans
• Retirement plan
• Flexible vacation policy
• Paid holidays
• Monthly lunch stipends
• Annual allowances for ongoing education related to your profession and career advancement
• Home office, cell phone, and wellness reimbursements

Pay

Competitive compensation package

Schedule

Full-time, remote position