Technical Support Specialist

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

📋 Description

• Address customer support inquiries, including complex technical issues that require in-depth analysis.

• Examine logs, metadata, and internal dashboards to identify intricate problems.

• Reproduce customer-reported issues within sandbox environments.

• Troubleshoot integrations, with a particular focus on QuickBooks Online synchronization behavior.

• Determine whether issues are due to bugs, user errors, or misunderstandings of workflows.

• Generate clear and detailed escalation tickets for engineering, including reproduction steps, logs, impact, and hypotheses.

• Oversee multi-step investigations, ensuring timely communication with customers.

• Collaborate with engineering during escalations to provide context and share technical findings.

• Identify patterns and recurring issues in Product and Engineering.

• Create comprehensive Help Center content aimed at technical troubleshooting and integrations.

• Support customers while taking charge of advanced technical investigations.

• Serve as a liaison between Support and Engineering, with the potential to transition to a Technical Support Engineer role.

⛳️ Requirements

• Minimum of 2 years of experience in technical support, tier-2 support, or SaaS troubleshooting.

• Experience with QuickBooks Online is essential.

• Strong debugging abilities and comfort in working with logs, data, and test environments.

• Exceptional written communication skills for investigations and engineering escalations.

• Experience managing long-term technical cases.

• General understanding of financial processes in the construction industry (or the ability to learn quickly).

• Familiarity with customer communication platforms such as Intercom.

• Proven ability to quickly learn complex systems and processes.

• Must reside in the United States.

• Must have authorization to work in the U.S.

🏝️ Benefits

• Competitive cash compensation.

• Comprehensive top-tier benefits.

• 401(k) matching.

• Flexible, remote-friendly work environment.

• Equity.