Technical Support Specialist (US - Remote)

Technical Support Specialist (US - Remote)

Remote (US (ET or CT))

Mission – Why we exist, what we do, and why we need you

SpotMe is a leading B2B event platform that helps enterprises increase the impact of their events by delivering CRM-connected, high-quality experiences across in-person, virtual, hybrid events, and webinars. With a strong focus on life sciences, SpotMe powers Onomi: an HCP engagement product that enables medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi turn events into a company's most effective engagement channel.

The Technical Support Specialist is the first line of defense and the first line of delight for our customers. Because events are high-stakes and often stressful to manage, our customers rely on our rapid response and we've built our support model to match that urgency. As the primary link between event teams and our platform, you quickly become the face of SpotMe/Onomi: a trusted expert who solves real problems, guides customers with confidence, and protects the seamless execution of mission-critical events happening around the world.

This role blends technical problem solving, fast decision making, and empathetic communication. You will investigate complex issues, reproduce scenarios in real time, craft creative workarounds when needed, and collaborate closely with Engineering to keep our product experience at the highest standard.

Every customer interaction is an opportunity: to uncover insights, prevent escalation, and strengthen the event's success journey. Customer support is not a back-office function at SpotMe, it's a competitive advantage and a core pillar of our value.

As a Technical Support Specialist, you will join a highly skilled global team operating in a 24/7 "follow-the-sun" model, ensuring the most demanding customers receive immediate, high-quality assistance at all times.

Objectives – The problems you will solve

In your first month

You will:

• Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams.
• Build strong working relationships within Support, Engineering and Operations teams
• Become fluent in our support workflows, tooling, and troubleshooting frameworks
• Successfully manage 200+ real customer conversations across live chat and ticketing
• Demonstrate clear, concise, and confident customer communication

By the end of the month, you will independently manage 10+ live issues per day with precision and professionalism.

In your first 3 months

You will:

• Manage high-volume real-time chats (avg. 18/day), maintaining a first response < 30 seconds
• Meet and exceed satisfaction targets (>93% CSAT )
• Analyze and reproduce product issues with strong technical reasoning
• Apply authentication and security basics, including MFA and SSO troubleshooting
• Join the on-call rotation to support critical live customer needs

You will be known for your ability to stay calm under pressure, while juggling multiple live issues to successful completion.

In your first 6 months , you will:

• Become a recognized frontline product expert and escalation authority
• Consistently exceed CSAT (>95%) while handling 25+ chats per day
• Resolve increasingly complex issues without escalation
• Proactively contribute improvements to documentation, tooling, and workflows
• Serve as a bridge between customers and Engineering — ensuring issues are precisely documented and their business impact understood

You will elevate our support quality and influence product evolution with insights only frontline experts can provide.

What you need to be great at

To thrive in this role, you bring:

• Rapid analytical and logical troubleshooting skills - isolating root causes under time pressure
• Multitasking mastery - balancing multiple realtime chats without sacrificing accuracy or tone
• Technical curiosity - eager to learn platform mechanics and optimize how customers use them
• Empathy and clarity in communication - even when delivering difficult answers
• Resilience and ownership - you take initiative, especially during critical live issues
• Cross-team collaboration - working hand-in-hand with Engineering to fix what matters most

You are energized by challenges. You bring structure to chaos. And you transform moments of stress into opportunities for success.

What we are most curious about

• Tell us about a high-urgency issue you solved in real time. How did you find the root cause while keeping the client calm?
• When you don't know the answer, what's your first move? How do you quickly understand and explain a new technical issue?
• Share an example where your communication kept a situation from escalating. What did you do to maintain customer confidence?
• Describe a time when a fix wasn't available. What workaround did you create to keep the customer moving?
• Tell us how you handled multiple simultaneous requests. How did you decide what to prioritize while keeping quality high?

SpotMe recruits, compensates, and promotes regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, parental status, or veteran status.