Technical Support Specialist

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

📋 Description

• Act as the primary technical expert during coverage hours for the US East Coast.

• Manage daily support ticket operations.

• Analyze intricate data setup challenges.

• Prioritize requests in accordance with service level agreements (SLAs).

• Collaborate with 2nd Level Technical Support, Customer Success Managers, and the Engineering team.

• Develop scalable internal documentation.

• Acquire knowledge about the Productsup platform, customer use cases, help center resources, and e-commerce data structures.

• Shadow 1st and 2nd level support specialists during ticket examinations and client communications.

• Address standard client inquiries and platform setups using Zendesk.

• Utilize approved AI tools to search through internal documentation, create response templates, and summarize ticket discussions.

• Collaborate in Confluence and Jira for cross-functional communication, knowledge sharing, and solution documentation.

• Independently investigate and resolve intermediate to complex customer issues, such as catalog feed errors, mapping problems, and platform configuration bugs.

• Manage case escalations, oversee dependencies, and track feature requests in coordination with Customer Success Managers, Product, and Engineering.

• Produce reusable knowledge base articles, internal workarounds, and training content.

• Provide team coverage and address urgent customer escalations while ensuring service-level performance throughout the East Coast time zone.

⛳️ Requirements

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

• Strong knowledge of e-commerce data structures (CSV, XML, JSON), data mapping, and catalog feeds (e.g., Google Merchant Center, Meta, Amazon).

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

• Capability to translate complicated technical errors, product logic, and system feeds into clear, step-by-step instructions and video walkthroughs for non-technical users.

• Excellent proficiency in written and spoken English.

• Skilled in using AI tools to enhance daily workflows.

• Ability to assess AI outputs for accuracy, tone, and security compliance.

• Advanced structural and customer-focused thinking.

• Proficient in identifying patterns in recurring tickets, diagnosing root causes independently, and evaluating technical trade-offs.

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

• Strong sense of urgency and skill in prioritizing workloads based on SLA metrics, customer impact, and team objectives.

🏝️ Benefits

• A permanent role with a competitive salary.

• Flexibility to work remotely and adapt your schedule.

• A comprehensive and unique onboarding program.

• Continuous internal and external training opportunities.

• An annual learning budget.

• Opportunities to participate in Corporate Social Responsibility initiatives.

• One paid Impact Day each year for volunteer work.

• Bonuses for employee referrals.

• A 401(k) plan with a generous employer contribution.

• Health insurance that includes vision and dental options.

• Options for parental leave.

• Access to an Employee Assistance Program.