Platform Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main technical contact for enterprise clients.

• Assist administrators in navigating our SaaS platform while diagnosing technical challenges.

• Serve as a vital feedback conduit between our customers and the product and engineering teams.

• Take ownership of technical resolutions across various support channels (email, phone, and chat).

• Ensure high customer satisfaction scores and aid in the ongoing enhancement of our support systems and documentation.

• Identify and resolve platform issues by triaging configuration errors, integration failures, data discrepancies, and bugs.

• Guide members and administrators through platform functionalities, configurations, and workflows.

• Manage escalated cases for enterprise and strategic accounts with a sense of urgency.

• Maintain extensive knowledge of the Espresa platform and contribute to internal documentation.

⛳️ Requirements

• 3-5 years of experience in a technical support or customer-facing role within the SaaS industry.

• Demonstrated ability to rapidly learn complex platforms and troubleshoot issues comprehensively, conveying solutions effectively to both technical and non-technical audiences.

• Experience working with enterprise clients and handling escalations; a background in HR technology or benefits platforms is highly preferred.

• Skilled in using Zendesk (or comparable systems), MS Office, and Google Suite.

• Familiarity with SSO, SFTP, and API integrations.

• Outstanding written and verbal communication skills, with the ability to navigate challenging conversations with empathy and professionalism.

• Detail-oriented, capable of prioritizing a dynamic workload, and naturally collaborative—actively shares knowledge and supports the wider customer support team.

• A bachelor's degree in Computer Science, Information Systems, or a related field is preferred; equivalent practical experience will be considered.

• Additional certifications are a plus: CompTIA A+ or Network+ (foundational IT), ITIL Foundation (support operations), or Zendesk Support Administrator.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional growth and career advancement.

• A collaborative and innovative workplace culture.

• Comprehensive benefits package that matches or exceeds those offered by Silicon Valley/Bay Area employers, including health insurance, retirement plans, a Lifestyle Spending Account, generous paid time off, and more.