Technical Support Specialist

Technical Support Specialist

Our mission is to drive better customer experiences, not just manage queries. As a Technical Support Specialist your main objective is to solve complex problems and build smarter, self-serve support.

Competencies

This is not a standard follow-the-script support role. Planhat is a system of action, combining data and workflows. Our product merges enterprise-grade technology with consumer-grade ease of use, attracting power users and creating intricate use cases that go beyond typical SaaS products. We care more about your mindset and approach to customer support than your past experience or formal qualifications.

Here's the mindset we look for:

• Curiosity and ownership: digging under the hood is second nature to you. You're a natural problem solver who takes initiative, dives deep into the unknown, and leaves no stone unturned when uncovering solutions, identifying recurring issues, and creating helpful resources for clients
• Technical aptitude: you're quick to learn new tools and troubleshoot effectively. In your spare time you're probably experimenting with AI tools or have coded a "Hello, World!" at some point. Familiarity with APIs, webhooks, or integrations is a plus, but the ability to learn quickly is what really matters
• Strong written English: our primary interaction with customers is live chat in English through Intercom. You balance speed with clarity, tailoring guidance to various technical skill levels while maintaining a friendly and professional tone
• Customer savvy: you make smart, fast decisions, balancing efficiency with customer needs. You know when a quick fix makes sense, when a serious debugging session is in order, and when to escalate issues immediately

For a sense of who that tends to be, our existing team is an eclectic group whose experience before joining Planhat ranges from coding and building computers as a side hustle to studying AWS, cybersecurity, and Java for fun. The common thread is usually a track record of top performance in support or QA at a software scale-up, success in a customer facing role, and a naturally curious mindset that doesn't give up easily.

Trajectory

In this role you will:

• Handle a high volume of customer chats covering everything from permissions and integrations to APIs, metrics, automations, and complex workflows
• Take ownership of complex technical issues, diving deep to find root causes rather than applying quick fixes
• Identify recurring issues and create helpful resources, guides, and self-serve solutions that reduce future support volume
• Collaborate closely with the Technical Account Management team, taking over complex tasks and freeing them up for higher value work
• Partner with Engineering and Product to surface systemic patterns and contribute to a better product experience

Definition of Success

Planhat is a place where high ownership meets rapid growth. Never expect to stand still here, whether in your learning, the problems you take on, or your compensation.

• You are consistently resolving complex technical issues with speed and clarity, earning the trust of customers across every industry
• You are proactively identifying recurring issues and turning them into self-serve solutions that reduce support volume over time
• You are taking on increasingly complex tasks from the Technical Account Management team, continuously expanding your scope and impact
• You are seen as a trusted technical resource by both customers and internal teams, going beyond the script to deliver real solutions
• You are growing into more senior technical or product-focused roles

The Support Engineering Team

The technical backbone of Planhat's customer experience, diagnosing complex issues across configuration, data, integrations, and system behavior and owning them through to resolution. We partner closely with Engineering to surface systemic patterns, validate fixes, and reduce repeat issues through clean documentation and product feedback.

Mexico City

At the centre of the region, and our way into Latin America. A small hub covering a great deal of ground, with a real hand in how we go about it.

About Us

We're building the operating system for autonomous companies. The future enterprise is autonomous. Commercial processes that today depend on human effort - servicing, retaining, expanding, selling and supporting — will increasingly be automated. The companies that make this transition will pull ahead. The ones that don't won't survive. Planhat exists to make that transition real. We started bootstrapped. Customer-funded, built on discipline instead of venture capital. That foundation shaped everything: how we build, how we sell, how we think about the long game. Today, Planhat is the agentic customer platform of choice for 700+ companies — powering close to 10 million commercial relationships worldwide and billions of dollars runs through our platform. Wiz, Revolut, Nasdaq, Synthesia, Workday and Dropbox run their customer revenue through Planhat every year. The shift driving all of this: business is moving to an outcome economy. Companies of the future will not buy software alone anymore — they want outcomes, and they renew or consume more when they get them. That changes everything about what enterprise software needs to be. The winners will be the ones who build the context layer - a deep, structured, living picture of their business reality. Process automation deployed by operators — not advisors. The outcome gap is the opportunity. Context is the moat. Deployment is the differentiator. We're building all three. Our team spans the globe, anchored by offices in Los Angeles, London, and Stockholm. Join us.