Technical Support Specialist

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

📋 Description

• Act as the primary technical authority during US East Coast working hours.

• Manage daily support ticket operations.

• Analyze intricate data setup challenges, catalog feed discrepancies, mapping complications, and platform configuration issues.

• Prioritize incoming requests according to service level agreements (SLAs).

• Work in conjunction with 2nd Level Technical Support, Customer Success Managers, Product teams, and Engineering.

• Address standard client queries and facilitate platform setups within Zendesk.

• Assist with case escalations, oversee interdependencies, and monitor feature requests.

• Develop reusable knowledge base articles, internal solutions, and training resources.

• Leverage AI tools to explore internal documentation, formulate response templates, and condense ticket discussions.

• Provide team support during coverage and urgent customer escalations.

• Contribute to maintaining consistent service-level performance across the East Coast time zone.

⛳️ Requirements

• 2–5+ years of experience in technical customer support or customer engineering within a complex B2B SaaS platform or AdTech environment.

• Strong knowledge of e-commerce data formats including CSV, XML, and JSON.

• Proficient in data mapping and catalog feeds for platforms like Google Merchant Center, Meta, and Amazon.

• Comprehensive understanding of performance marketing and the e-commerce landscape.

• Ability to clarify complex technical errors, product logic, and system feeds into straightforward step-by-step instructions and video guides for non-technical users.

• Exceptional written and verbal communication skills in English.

• Skilled in using AI tools to enhance daily workflows.

• Capacity to assess AI outputs for precision, tone, and compliance with security standards.

• Advanced analytical and customer-focused thinking.

• Capability to identify trends in recurring tickets and independently diagnose root causes.

• Proficiency in evaluating technical trade-offs.

• Experience with ticketing, documentation, and project management tools; familiarity with Zendesk, Jira, and Confluence is preferred.

• Strong time management and prioritization capabilities.

• Ability to balance SLA metrics, customer impact, and team objectives.

🏝️ Benefits

• A comprehensive and unique onboarding program.

• Continuous internal and external training opportunities.

• Annual learning budget.

• Participation in Corporate Social Responsibility initiatives.

• One paid Impact Day each year dedicated to volunteer work.

• Employee referral bonuses.

• 401(k) plan with a competitive employer contribution.

• A variety of health insurance plans including vision and dental coverage.

• Options for parental leave.

• Employee Assistance Program.

• Flexible remote work arrangements.