Technical Support Specialist

How You’ll Make an Impact

Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out.

Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey.

Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions.

Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience.

Anticipate Needs: Proactively address customer concerns before they happen

Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve

Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable.

What We’re Looking For

• 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred
• Incredible Communication: You can translate complex technical concepts into clear, friendly, and actionable advice.
• Natural Problem-Solver: You have outstanding troubleshooting skills and a passion for "the why" behind a technical issue.
• Tech Savvy: You have a general understanding of the software development life cycle and the tools that power it.
• Ability to Work Well Under Pressure: You thrive in a fast-paced environment and can manage multiple priorities without losing your cool.
• Platform Experience: You have a comprehensive understanding of Help Desk platforms and Live Chat tools.
• Bonus Points: Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets is a major plus.
• Extra Credit: A basic understanding of at least one programming language will help you hit the ground running with our more technical queries.

Location

This is a remote, U.S.-based role and you must live and reside in the U.S. full-time.

Salary Details

The annual salary for this position is $55,000 - $60,000. Actual compensation is based on factors such as the candidate's skills, qualifications, experience, and location.

Benefits

• Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts
• 401(k) plan with employer match starting day one
• Equity stock options to share in our success
• Flexible hours, remote work options, and generous vacation and sick leave
• Paid parental leave for mothers, fathers, and adoptive parents
• Professional development stipends to support your career growth
• Opportunities to participate in community outreach and volunteer programs
• Monthly company-sponsored happy hours and gatherings to connect and unwind

About Us

We are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients. We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate.