Technical Support Specialist

This is a fully remote position, open to applicants in Arizona, +6 more states.

📋 Description

• Take ownership of and resolve intricate technical escalations that necessitate comprehensive product, log, and environmental analysis.

• Reproduce defects reported by customers, identify the root cause, and drive issues towards resolution or formal engineering handoff.

• Act as a technical resource and mentor for Level 1 support personnel.

• Convert complex product issues into clear, business-relevant guidance for customers.

• Troubleshoot customer API integrations, which include REST, webhooks, authentication, payloads, rate limits, and error handling.

• Configure and troubleshoot AI-driven product features, escalating unresolved or ambiguous model behavior issues to Engineering.

• Analyze and debug code to replicate issues and develop simple test scripts to expedite diagnosis.

• Review logs, queries, and configurations to identify failures.

• Submit reproducible bug reports, collaborate with Development on root causes, and assist QA in validating fixes.

• Highlight recurring customer pain points to Product and management teams.

• Document root causes, workarounds, and solutions in knowledge base articles.

⛳️ Requirements

• 2–5 years of relevant experience in technical support.

• Hands-on experience with Salesforce, including Apex jobs, SOQL, common platform errors, and governor limits.

• Proficient in Salesforce reporting.

• Strong analytical and troubleshooting skills across logs, databases, and integrations.

• Excellent written and verbal communication skills, with the ability to simplify technical details for non-technical audiences.

• Experience collaborating with Development, QA, or Product teams, including filing reproducible bugs and validating fixes.

• Capability to understand and deconstruct technical products and platforms.

• Creative, resourceful, detail-oriented, and highly organized.

• Comfortable working with changing priorities and tight deadlines in a growth-stage environment.

• Bachelor’s degree from a recognized university.

• Familiarity with reporting or BI tools beyond Salesforce is a plus.

• Knowledge of go-to-market (GTM) strategies is a plus.

• Experience troubleshooting AI- or ML-powered product features is a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• A vibrant work culture that promotes collaboration and innovation.