Technical Support Specialist

Technical Support Specialist Customer Success Remote

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Company Description

Yello is a Chicago-based talent acquisition software provider founded in 2008 that specializes in campus, early talent, and high-volume recruitment. The platform enables over 300 enterprises to source, engage, and hire candidates through tools like event management, interview scheduling, and candidate evaluations.

About The Role

We are seeking a skilled and analytical Technical Support Specialist to join our Customer Support team. This role focuses on independently handling escalated production and integration issues, performing root cause analysis, and collaborating closely with Engineering. You will play a key role in resolving complex technical challenges and improving support processes.

How You'll Make An Impact

Escalation Management

• Independently manage assigned issues within the Production Support Queue

• Handle assigned escalations within the Integration Support Queue, including troubleshooting and resolution

• Ensure timely updates, prioritization, and clear documentation for all issues

Technical Support & Troubleshooting

• Investigate escalated issues to determine root cause for assigned issues

• Identify and communicate workarounds and recommended next steps

• Troubleshoot integrations, including:

• Address Book integrations

• Single Sign-On (SSO)

• XML Feeds

• USA Jobs

• Assessment platforms

• LinkedIn integrations

Cross-Functional Collaboration

• Partner directly with Engineering on bug investigations and technical issues

• Provide clear reproduction steps, impact analysis, and supporting data

• Track issues through resolution and communicate updates to stakeholders

Incident Support

• Participate in incident response efforts, including investigation and communication

• Help ensure timely and accurate updates during incidents

• Release Communication & Documentation

• Assist Senior Technical Support Specialist with release notes for bug fixes, ensuring clarity and alignment with customer impact

• Translate technical changes into clear, customer-facing language

• Share resolved issue updates with internal teams

• Team Support & Process Improvement

• Provide guidance to other Support and Success team members

• Identify recurring issues and suggest process or documentation improvements

• Contribute to knowledge base and troubleshooting resources

What We're Looking For

• 3–5 years of experience in technical support, production support, or SaaS environments

• Experience troubleshooting integrations and APIs, including SSO or third-party systems

• Strong analytical and problem-solving skills

• Ability to work independently on complex issues

• Strong communication skills across technical and non-technical audiences

Additional Information

• The base compensation range for this role is $65,000 to $85,000 annually.

• Preference is given to those commuting distance from our Chicago headquarters. However, we are open to remote candidates based in the following states: AZ, CA, CO, FL, GA, IL, IN, KS MI, NC, NJ, NV, NY, OK, PA, TN, TX, VA, WI, and WA

• Yello is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status

• You must be authorized to work in the United States. Yello is not offering visa sponsorship for this role

• Must be able to sit or stand for continuous periods of time

• Yello reserves the right to assign or reassign the responsibilities and requirements to this job at any time