Technical Advisor

Job Description

Job Description

At Loxo, we believe that world-class software is only as good as the support behind it. We are looking for a Technical Advisor who takes pride in deep-level troubleshooting and obsessive follow-through. Most people see a software bug as a roadblock; you see it as a puzzle waiting to be solved. You are a customer advocate with a technical edge. 

As a technical advisor, you will own the lifecycle of an issue from discovery to resolution, ensuring that our users feel heard and our platform remains flawless. If you are a curious investigator who refuses to leave a technical question unanswered, we want to talk to you.

What You’ll Do

• Advanced Troubleshooting: Diagnose and troubleshoot complex customer issues using logic, deductive reasoning, and testing.
• Bug Lifecycle Management: Act as the primary owner for reported technical bugs, ensuring they are documented, escalated to the appropriate engineering teams, and tracked through to final resolution.
• Effective Technical Communication: Provide exceptional support through email, chat, and video, explaining complex technical concepts and bug fixes clearly and concisely to non-technical users.
• Proactive Advocacy: Eliminate technical roadblocks allowing customers to effectively achieve their goals.
• Knowledge Development: Contribute to help articles and internal documentation to improve self-service resources based on recurring technical issues you’ve resolved.
• Platform Expertise: Stay up-to-date on the latest platform features and updates to provide immediate, accurate technical guidance.

Who You Are

• Analytical Problem-Solver: You have a proactive approach to identifying root causes and don't stop until you find a solution to a customer's challenge.
• Tech-Savvy Detective: You are highly comfortable navigating software applications and learning new technologies quickly
• Persistent Follow-Through: You take ownership of problems and follow through to resolution, ensuring no customer bug is left behind.
• Customer-Centric: You are passionate about providing outstanding service and going the extra mile to ensure customer satisfaction.
• Poised Under Pressure: You can manage difficult or escalated technical situations with poise, composure, and diplomacy.
• Excellent Communicator: You have strong written skills and can adapt your style to explain complex information to any audience.

Qualifications

• Experience: experience working directly with customers in a professional capacity (SaaS experience preferred).
• Technical Literacy: Familiarity with CRM databases and ticketing systems (e.g., Intercom, Zendesk), as well as preferably applicant tracking systems (ATS), and job boards.
• Industry Knowledge: Experience working within recruitment, SaaS, or HRIS industries is a significant plus.
• Education: Bachelor’s degree or equivalent professional experience.
• Skills: Strong analytical abilities and a demonstrated ability to identify risks.

Benefits

• Remote-First: 100% remote-based workforce.
• Flexibility: Unlimited vacation and PTO.
• Growth: A challenging role that offers significant opportunities for development in a supportive team environment.