Technical Support Specialist

Providing exceptional customer support, the full-time remote Technical Support Specialist will troubleshoot technical issues, advocate for customers, and ensure high satisfaction rates while maintaining a deep understanding of the product and its functionalities. Key responsibilities Deliver fast, friendly, and technically sound support via email, chat, and video calls, maintaining high CSAT and meeting SLAs Diagnose and resolve product issues, documenting bugs and collaborating with the Engineering team for timely solutions Capture customer feedback and represent their voice in cross-functional discussions to improve product and support processes Required qualifications 2+ years of experience in customer support or technical support for a SaaS product, preferably in a start-up or high-growth environment Technical proficiency in troubleshooting APIs, AI, CRMs, and workflow tools; experience with Zapier, Intercom, or Linear is a plus Exceptional written and verbal communication skills, with the ability to explain complex topics clearly and warmly Strong customer empathy and a genuine desire to understand and exceed customer needs Highly organized and detail-oriented, thriving on process and delivering consistently high-quality work