Senior Technical Specialist

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

📋 Description

• Address customer inquiries via email and chat, primarily dealing with the more technically challenging issues.

• Identify and resolve problems related to web forms, conditional logic, styling, and integrations.

• Troubleshoot issues concerning Salesforce integration, including field mappings, error messages, object relationships, and connector setup.

• Replicate issues and clearly define the scope before escalating them to Tier 2 or Engineering.

• Keep an eye on queues and Slack for recurring problems and release-related concerns, escalating trends proactively.

• Provide assistance to teammates in Slack and serve as a primary resource for Specialists tackling difficult cases.

• Guide and mentor newer team members, including participation in the Support Buddy program for newcomers.

• Create and enhance internal documentation, troubleshooting manuals, and process notes.

• Participate in weekly case evaluations and contribute to improving case quality within the team.

• Help with form moderation and addressing issues related to bad actors.

• Relay customer feedback and product-related challenges to Support leadership, Product, and Engineering.

• Allocate approximately 70% of your time to queue management, 20% to team development, and 10% to meetings.

⛳️ Requirements

• Over 2 years of experience in a technical, customer-facing support role, demonstrating the ability to troubleshoot beyond standard procedures.

• Excellent written communication skills that are clear, friendly, and technically precise.

• Proven experience in diagnosing issues within a web-based SaaS product.

• Proficient in Salesforce as a power user or administrator.

• Must be comfortable working remotely with dependable and secure internet access.

• Proficiency in HTML, including the ability to read and interpret form structures, embedded forms, and iFrame publishing.

• Knowledge of CSS for diagnosing styling conflicts and selector specificity problems.

• Familiarity with JavaScript, including reading errors and grasping form logic and dynamic behaviors.

• Experience using the browser developer console for independent error diagnosis and DOM analysis.

• Understanding of Salesforce, specifically in field mappings, error interpretation, object relationships, and connector configuration.

• Experience with ticketing systems, including the ability to create clear bug reports with reproduction steps and severity assessments.

• Must reside in the United States.

🏝️ 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 PTO (with a required minimum of 2 weeks per year) for Salaried/Exempt employees.

• 4 weeks of paid vacation for hourly/non-exempt staff.

• 9 paid company holidays.

• Flexible working hours; work from any location!

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

• Charitable contribution matching.

• Budget allocated for professional development.

• Company-provided Mac laptop.