Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
Diagnose and resolve issues by:
Testing functionality within the product to replicate customer experiences
Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
Utilizing session recordings and technical data when available
Leveraging internal tools to understand user and workspace context
Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
Document findings and create detailed escalation materials for product and engineering teams when necessary
Ensure proper and timely escalation of issues to meet internal and external expectations

Operational Excellence

Maintain rapid chat response times while prioritizing comprehensive problem resolution
Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
Identify opportunities and recommendations for continuous process improvement

YOU HAVE…

At least a bachelor’s degree in any field you’re passionate about
Customer support experience in SaaS environments, particularly in CX, onboarding, training, or enablement roles
Excellent English communication skills
Strong experimental mindset and creative approach to problem-solving
Hands-on experience with AI tools and technologies
Comfort with exploratory product testing and iterative troubleshooting
Ability to translate complex technical concepts into accessible explanations
Sound judgment regarding escalation decisions and independent problem-solving
Experience with ticketing or chat-based support systems

Preferred Qualifications

Direct experience with creative, design, or content creation platforms
Background supporting products with significant creation or editing components
Proficiency with support platforms and workflows
Experience documenting technical issues with clear reproduction steps
Basic analytics and data investigation capabilities
Interest in advancing AI-powered support capabilities while maintaining human expertise.

Technical Support Specialist T3 – Web App, SaaS

Key skills