Technical Support Specialist II - Governance

About the Opportunity

For over 20 years, the organization has empowered teams to manage work seamlessly and scale solutions smarter. Now, in its most ambitious chapter yet, the company is uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, it creates the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what the team shows up for every day. Energized by solving problems and providing outstanding support? There's never been a better time to join the team! As a Technical Support Specialist, this role reports to one of the Support Team Managers and works with team members across the globe. Responsibilities include delivering support to customers, maintaining high service standards, and contributing to team projects. The Support team empathizes and empowers others with expert engagements and is the first line of response for customers to fix issues, share best practices, and advocate for users. The teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.

Key Responsibilities

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
• Become Product Certified and work with customers through a variety of channels including email, phone, and chat
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, attendance and productivity
• Become an expert in a specific product area
• Contribute to team projects
• Give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

Required Qualifications

• Excellent written, verbal and interpersonal communication skills
• 1+ years of Technical or Customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
• Working knowledge of assigned feature a plus
• Flexibility in working hours as this position will require work outside of standard business hours
• As required by law, US Citizens or Permanent Residents only are eligible to work in the Federal Government Segment. Current US

Perks & Benefits

• Employer subsidized medical/vision and dental coverage for full-time employees
• 401k Match to help save for the future (50% of contribution up to the first 6% of eligible pay)
• Monthly stipend to support work and productivity
• Flexible Time Away Program, plus Sick Time Off
• US employees are automatically covered under sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support the community
• Opportunities for professional growth and development including access to online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and a personal account
• Teleworking options from any registered location in the U.S. (role specific)

Pay

The organization provides a competitive base salary range for roles that may be hired in different geographic areas it is licensed to operate its business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity. US Base Salary Pay Range: $52,500—$71,250 USD.

Get to Know Us

At the organization, ideas are heard, potential is supported, and contributions have real impact. There will be freedom to explore, push boundaries, and grow beyond the role. Diverse perspectives and nontraditional paths are welcomed—because impact comes from individuals who care deeply and challenge thoughtfully. When doing work that stretches, excites, and connects to something bigger, that's magic at work. Let's build what's next, together.