Technical Support Specialist II - Governance

About Our Client

The organization operates in the work management technology industry, focusing on enabling teams to manage work efficiently and scale solutions with the integration of AI agents. By automating manual tasks and providing insights at scale, the organization helps users concentrate on judgment, creativity, and strategic thinking.

About the Opportunity

The Technical Support Specialist II - Governance role plays a critical part in delivering high-quality technical support to customers. This position is responsible for resolving customer issues, maintaining service standards, and contributing to team initiatives, thereby supporting customer satisfaction and product expertise within the organization's support team.

Responsibilities

• Troubleshoot customer issues using documentation, tools, and escalation resources
• Obtain product certification and assist customers via email, phone, and chat
• Collaborate with leadership to achieve performance goals including customer satisfaction and quality assurance
• Develop expertise in a specific product area
• Participate in team projects
• Provide and receive feedback on team processes and leadership
• Manage additional assigned responsibilities

Requirements

• Excellent written, verbal, and interpersonal communication skills
• Minimum of 1 year technical or customer support experience, or equivalent
• Demonstrated empathetic and confident issue ownership
• Knowledge of assigned product features is a plus
• Flexibility to work outside standard business hours
• Eligibility to work in the US Federal Government Segment (US citizens or permanent residents only)

Pay Range and Compensation Package

US Base Salary Pay Range $52,500—$71,250 USD
Market competitive incentive opportunity eligible
Actual compensation depends on experience, skills, education, and candidate location

Benefits & Perks

• Employer subsidized medical, vision, and dental coverage for full-time employees
• 401(k) match at 50% of contribution up to 6% of eligible pay
• Monthly stipend to support work and productivity
• Flexible Time Away Program and Sick Time Off
• Company-sponsored life insurance, short-term, and long-term disability plans
• Twelve paid holidays per year
• Up to 24 weeks of parental leave
• Personal paid volunteer day
• Professional growth opportunities including access to online courses
• Additional company funded perks such as counseling membership and retail discounts
• Teleworking options from registered U.S. locations (role specific)

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.