Technical Support Specialist

Position Overview

We are seeking a proactive and detail-oriented Tier 1 Technical Support Specialist to join our team in support of Super File’s upcoming product market launch. In this role, you will be the first point of contact for users, driving customers onboard, product adoption, and end-user enablement.

You will combine technical troubleshooting with exceptional customer service to guide users through Super File’s core features, ensure seamless adoption, and deliver engineering-ready escalations when complex issues arise.

Key Responsibilities

Customer Onboarding & Adoption

Guide new users through initial account setup, product features, and configuration to maximize early adoption and long-term success.

Provide proactive customer education and guidance throughout the product lifecycle to empower end-users.

Tier 1 Technical Troubleshooting

Resolve incoming inquiries regarding Super File product features, user permissions, file sharing, browser compatibility, and file download/upload issues.

Diagnose routine technical issues efficiently using standard troubleshooting steps and knowledge base articles.

Case Escalation & Quality Documentation

Capture structured, high-quality documentation for unresolved cases, ensuring engineering-ready detail (steps to reproduce, logs, user environment, error messages) when escalating to Tier 2/Engineering teams.

Knowledge Management & Continuous Improvement

Create, update, and refine internal and customer-facing Knowledge Base (KB) articles based on common support trends.

Partner with product and support leaders to continuously enhance support workflows and training resources.

Business & Product Insights

Track and identify recurring customer pain points, product gaps, and feature enhancement opportunities.

Feed user insights back to product and engineering teams to help shape future release roadmaps.

Qualifications & Key Competencies

Experience: Minimum of 2 years in technical customer support, helpdesk, or customer success role (SaaS or software product support preferred).

Technical Aptitude: Core understanding of browser compatibility issues, file sharing protocol/permissions, digital file transfers, and web application navigation.

Communication Skills: Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.

Problem-Solving: Structured approach to troubleshooting, issue tracking, and documentation.

Customer-Centric Mindset: Empathetic, patient, and dedicated to delivering seamless customer experience.

Work Location & Schedule

Locations: Position available either on-site at our South Jordan, Utah facility or remote at the client's HQ in Chicago, Illinois .