Technical Product Support Specialist

Title: Technical Product Support Specialist

Position: Remote contract

Experience: Technical Product Support with experience in SDK and APIs

Required: 3 part assessment exercises to be reviewed by the manager

As a Technical Support Specialist, you will provide a great experience to our customers through our extensive product knowledge. An agent leverages their specialized knowledge and skills to research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. People will rely on your tech expertise with analytical thinking to educate them on our product, locate and diagnose problems, and then recommend the best course of action. Our goal is to remove blockers to product adoption and drive value realization for customers. The team also partners cross-functionally with Product and Engineering to advocate for our customers and ensure a high-quality experience through their lifecycle as an customer. In addition to being a product expert, you'll have the opportunity to take on projects that will help our company scale and grow.

As a Technical Support Specialist, you will:

Answer and/or escalate all support tickets via Zendesk ticketing system

Drive resolution by digging in and escalating challenging tickets

Ensure that all tickets meet our service level agreements

Work closely with internal account team stakeholders to drive data trust in key accounts

Provide customers a great experience using and working with our team

Create and update non-technical and technical documentation as the product evolves

Report to the company any common themes or questions that arise and driving change

Develop and improve support processes by partnering with global team members

You'll be a great addition to the team if you have:

Track record in a similar customer-facing role OR strong ability to empathize with customers and be their advocate

Experience with using SDKs and APIs

The ability to present yourself with professionalism, friendliness, and a willingness to assist

Ability to learn and explain a technical product or concept

Natural curiosity and are a problem solver

Passion about analytics and the problems they solve

Familiarity with Support tools such as Zendesk, Intercom, Confluence, and Jira