Technical Support Specialist – T3

Role Overview

• Own complex technical queries and act as a trusted advisor to customers and internal teams.
• Drive improvements in product, processes, and peer development.
• Collaborate with various teams to handle customer needs and provide excellent customer service promptly and professionally.
• Compose thoughtful, personalized responses to customer requests via chat, email, and/or video-based support.
• Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed.
• Triage incoming requests and spot trends in customer issues.
• Provide and process accurate, valid, and complete information to customers with empathy and professionalism.
• Support 60-70 customers per week efficiently.
• Log, manage, and follow up on all customer support tickets.
• Perform problem-solving tasks and provide answers to product-related questions.
• Diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, etc).
• Proactively monitor client dashboards and platforms, reaching out to customers needing extra support.
• Ensure proper escalation of issues to meet expectations.
• Maximize customer service and satisfaction.
• Stay updated on product and service knowledge.
• Contribute to internal projects to improve efficiency and customer experience.
• Navigate ambiguity using structured thinking and creativity.
• Act as a mentor providing feedback, initiating upskilling, and modeling best practices.
• Coach peers through tough tickets and flag trends impacting Support.
• Share insights and improvements for team support and collaboration.

Requirements

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, with an eye for even the most minute of details
• Passionate about client satisfaction
• Proactive and self-motivated
• Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
• Amenable to work on rotating shifts
• At least a bachelor’s degree in any field you’re passionate about!
• Technical Support experience with 3–5 years in customer support and 1–2 years in SaaS, B2B, or complex product environments.
• Experience using Intercom, or similar SaaS platforms**Experience in chat, email, and/or video-based customer support.
• Display strong communication skills and are able to break down complex topics for non-technical users.
• Technically Fluent and confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue.
• Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
• Excellent verbal and written communication skills
• Self-Directed and can plan your workload based on urgency and impact.
• Aptitude to quickly learn and navigate new technology, systems, and applications
• Curious and AI-Passionate. You're excited about the role AI plays in customer support and you stay informed on new tools, features, and workflows (specifically our AI Agent Fin).
• Ability to accept feedback gracefully and with an open mind
• Customer orientation and ability to adapt/respond to different types of character.
• Strong troubleshooting skills using logs, product tools, and impersonation features
• A Team Player & Coach. You uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team.
• Comfort working in fast-paced, dynamic environments where product updates are frequent
• Comfort with tools like GitHub, logging platforms, or browser dev tools.
• A passion for teaching, mentoring, or leveling up others in your team.
• Previous experience in a fast growing startup environment

Tech Stack

• Cloud