Support Specialist

Role Overview

• You will own the Tier I support responsibilities. That means reading incoming cases, investigating what is actually happening (not just what the customer reports is happening), and resolving as many cases as you can at your level. When a case is genuinely too technical or requires professional services work, you will advance it to our escalation team. The goal is to resolve cases at your level whenever reasonably possible.
• ~80% support queue. You will work primarily in Salesforce Service Cloud, triaging cases, investigating issues, responding quickly, resolving fully, and keeping the back-and-forth count low. The team fields about 8 to 10 cases per workday. Volume fluctuates with the school year. Summer, early fall, and January are busier as districts prepare for a new school year or roll forms over for the new calendar year.
• ~10% Droplet Community. Our user community, hosted on Circle, is growing quickly, and customers increasingly Ask the Community as an alternative to opening a case. You will be a regular, recognizable presence there.
• ~5% documentation. You will not own the help center. Our Customer Education Manager does that. You will flag gaps, suggest improvements, and contribute to revisions when the need arises.
• ~5% team meetings. One CX business meeting, one show-and-tell (with weekly awards for strong work), and one rotating slot that may be a company all-hands or a Support huddle. About 1.5 hours total.
• This is a ground-floor role with real room to grow. If you excel and want to take on more, the role can expand into customer education, customer success, sales enablement, implementation, or engineering responsibilities, shaped around your strengths and interests, with compensation to match.

Requirements

• You have excellent written communication. You are warm, clear, and concise, often in the same sentence. You do not reach for jargon. You do not hide behind corporate stiffness. Your personality shows up in your writing.
• You have high emotional intelligence, patience, and professionalism. You can de-escalate a stressed customer and make them feel heard without losing the thread of the actual problem.
• You have an analytical, mystery-solving mind. You do not stop at the symptom. You dig until you understand the real cause, and you document your steps along the way.
• You are fast and thorough. First-response time and resolution time both matter. So does getting it right the first time, so customers are not stuck in a six-message back-and-forth.
• You are technically curious. Our forms run on React and JavaScript, and our datasets involve JSON. Experience with any of that is a meaningful advantage, particularly for troubleshooting computed fields or dataset formatting, but it can all be taught if the rest of the fit is right.
• You are proactive and creative with AI. You experiment, you iterate, and you help the team get better at using AI well.
• You are a genuinely strong teammate. The CX team is tight. A successful specialist is durable, committed, good-humored, and quick to help.
• You go the extra mile. The best Support Specialists we have had are the ones whose customers know their name and send thank-you notes. That is the bar.

Tech Stack

• Cloud
• JavaScript
• React

Benefits

• Comprehensive health coverage: Medical, dental, and vision with significant employer contribution toward premiums for employees and their dependents
• 401(k) with company sponsorship: Invest in your future with us
• Generous parental leave: Time and support for what matters most
• Career growth opportunities: We’ll help you build the career you actually want—not just the next title
• Stock options: Take part in the company’s growth and success
• In-office perks: Endless snacks and coffee at our Utah HQ ☕
• Flexible, trust-based time off: Salaried employees have flexible paid time off with minimal oversight—we trust our team to take time responsibly. Hourly roles receive paid holidays, with additional unpaid time off available upon approval