Technical Support Specialist

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

📋 Description

• Act as second-level support for our B2B clients, managing escalations from our first-line support team.

• Address customer issues stemming from daily operational activities, applying sound judgment for more intricate or unclear situations.

• Perform in-depth technical investigations into problems that go beyond initial troubleshooting, including analyzing filter logic written in JavaScript.

• Execute customer requests directly within the system.

• Provide customers with advice on optimizations, improvement suggestions, and product information.

• Identify trends in customer inquiries and highlight recurring issues or opportunities for enhancement to the broader team.

⛳️ Requirements

• Previous experience in a customer support, success, or operations role (experience in B2B SaaS is a plus).

• Proficiency in reading and understanding JavaScript.

• A customer-centric approach combined with strong problem-solving abilities.

• Comfort in working directly within a software platform to fulfill customer requests.

• Clear and confident communication skills, both written and verbal.

• Ability to convert customer needs into actionable product guidance.

• Good judgment in determining when to resolve issues directly or escalate them further.

• Strong, native-level English proficiency; additional languages are advantageous.

• A proactive, team-oriented attitude towards collaboration across departments.

🏝️ Benefits

• Competitive compensation.

• Remote-friendly culture with a flexible work environment.

• Collaborative, inclusive, and ambitious company culture.