Principal Technical Support Specialist

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

📋 Description

• Spend a significant portion of your day addressing complex customer inquiries through email, chat, and various support channels.

• Serve as the main escalation point for Tier 1, aiding in high-complexity or high-visibility cases.

• Collaborate closely with Tier 2, Engineering, and Product teams to facilitate the resolution of advanced technical challenges.

• Offer real-time assistance and support to team members via Slack and case collaboration.

• Help identify, triage, and communicate trending issues, bugs, or impacts from releases.

• Contribute to and assist in maintaining internal documentation, troubleshooting manuals, and support processes.

• Guide team members by sharing insights, honing troubleshooting skills, and enhancing case quality.

• Ensure consistency and high standards in customer interactions and technical resolutions.

• Engage in initiatives aimed at enhancing team efficiency, workflows, and customer experience.

⛳️ Requirements

• 4–6+ years of experience in a technical, customer-facing support position.

• Strong background in managing escalated or complex technical issues.

• Willingness to participate in customer-facing phone calls to troubleshoot technical matters.

• Proven capability to mentor and assist peers without formal management duties.

• Advanced understanding of product functionalities, integrations, and troubleshooting techniques.

• Demonstrated ability to collaborate cross-functionally with technical teams (Engineering, Product, Tier 2).

• Remote employees must have reliable and secure internet access.

• Proposed Core Technical Skills:

• HTML — Ability to read and interpret form structure, iFrame publishing, and embedded forms.

• CSS — Proficient in diagnosing styling conflicts, selector specificity, and theme-level issues.

• JavaScript / jQuery — Capable of reading JS errors and understanding form logic and dynamic behaviors.

• Browser Developer Console — Skilled in independent log reviews, DOM inspections, and error diagnostics.

• Salesforce — Knowledgeable in connector configuration, error interpretation, object relationships, and SAML/SSO/Experience Cloud authentication.

• Diagnostic Tools — Experienced with New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing).

• Jira — Proficient in creating bug tickets, assessing severity/priority, and mapping known issues.

• Written Communication — Ability to translate technical language into clear, accessible communication for email-based customer responses.

🏝️ Benefits

• Health benefits (medical, dental, vision) for Team Members located in the United States.

• Mental Health support through SpringHealth.

• 401(k) plan with a 4% company match.

• Unlimited paid time off (with a minimum requirement of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.

• 9 paid company holidays.

• Flexible work schedule; work from anywhere!

• Generous paid parental leave (up to 16 weeks).

• Charitable contribution matching.

• Budget allocated for professional development.

• Company-provided Mac laptop.