Senior Technical Support Specialist

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

📋 Description

• Act as the primary escalation point for enterprise customer challenges related to intricate configurations, integrations, and compliance workflows.

• Provide hands-on technical assistance via email, chat, and video.

• Troubleshoot advanced issues involving Google Workspace, Slack, GitHub, AWS, Okta, Microsoft 365, and other cloud-based applications.

• Lead root cause investigations for sync failures, SSO/SCIM errors, API-level complications, and cross-platform data inconsistencies.

• Collaborate with enterprise clients during onboarding, integration setup, and audit preparation.

• Offer technical guidance on control coverage, framework completion, audit readiness metrics, and evidence collection workflows.

• Work closely with Product and Engineering teams to prioritize bugs, escalate critical incidents, and influence feature development.

• Mentor associate and mid-level support specialists.

• Develop and enhance internal documentation, training materials, and support playbooks.

• Monitor and manage escalated customer cases, ensuring prompt follow-up and high CSAT/NPS scores.

⛳️ Requirements

• A minimum of 5+ years in a technical support, solutions engineering, or technical success role.

• At least 2+ years of experience supporting enterprise or high-touch B2B SaaS customers.

• Expert-level troubleshooting skills across APIs, identity providers (SSO/SCIM), cloud infrastructure, and data synchronization logic.

• Demonstrated ability to manage escalations and navigate complex technical discussions with enterprise stakeholders.

• Comprehensive understanding of SaaS architecture, OAuth, SAML, RBAC, provisioning flows, and platform observability.

• Experience in supporting compliance, security, or IT products, including SOC 2, ISO 27001, HIPAA, or GDPR.

• Familiarity with Postman, browser developer tools, and cloud provider consoles such as AWS IAM, Azure AD, and GCP.

• Excellent written and verbal communication skills with the ability to convey technical concepts to non-technical audiences.

• Proactive approach and capability to drive resolutions and enhance systems through data and feedback.

• Experience with Zendesk, Intercom, Jira, Slack, and knowledge base platforms.

• Bonus: Experience onboarding or supporting enterprise customers through intricate audit timelines.

• Bonus: Familiarity with enterprise support practices such as account health reviews, runbooks, and tiered response SLAs.

• Bonus: Experience in creating documentation and training for technical support teams.

• Bonus: Previous work in a fast-growing startup or scale-up environment.

🏝️ Benefits

• Stock equity.

• Up to 100% employer-paid medical, dental, and vision premiums for employees and their dependents.

• Comprehensive wellness benefits.

• Healthcare concierge services.

• 401(k) plan.

• Company-paid life and disability insurance.

• Tax-advantaged spending accounts.

• Discounted voluntary offerings.

• Paid parental leave after six months of employment.

• Kindbody fertility and family-building benefits.

• Dedicated leave specialists.

• Generous annual stipends for professional and personal development.

• Internal learning opportunities.

• Flexible vacation policy.

• Paid holidays.