Technical Support Specialist - Remote

Job Description

Job Description

Steer offers a suite of software tools for today's automotive repair shop. We combine a mix of software tools that a repair shop needs to run a highly profitable shop, in one user-friendly, cost-effective platform. Through the Steer suite, we allow the shop owner to get back to focusing on what matters, and to stop worrying about marketing and customer retention.

Steer began as an online directory for drivers to find a local mechanic. Fast forward to today, Steer has launched a complete Customer Relationship Management (CRM) marketing suite, complete with text messaging, email automation, direct mail integration, reputation management, appointment reminders, declined/recommended services, and many other features. We are always innovating and we are proud to be a leader in the automotive repair industry. In August 2024 Steer acquired AutoOps - the leader in modern, intelligent, and fully integrated scheduling software for auto repair shops. AutoOps allows customers to smoothly schedule through a shop's website and Google Business Profile.

About The Role

As a Technical Support Associate, you'll be part of a growing team responsible for supporting a digital experience offering for our customers. Your mission is to deliver amazing customer experiences. We are the go-to team for both our internal and external stakeholders. This role bridges customer success, onboarding, and basic technical implementation - ensuring every client's experience is aligned with their business needs and delivers value from day one. You'll be one of the members of our technical support team, helping define the playbook and set the tone for how we bring solutions to life for our customers. Your work will directly impact customer satisfaction, retention, and time-to-value.

You Will:

• Own technical support for customers
• Be the point of contact for customers, ensuring all phases of their experiences are resolved quickly and effectively.
• Own Level 1 support resolutions.
• Own Level 2+ ticket creation and internal triage.
• Set up, transfer, troubleshoot phone number ownership.
• Maintain data connection stability.
• Own product retraining
• Maintain up-to-date documentation on procedures and solutions.
• Provide feedback internally on user experience, improvements or feature requests.
• Evaluate system potential through assessing compatibility of new programs with existing programs.
• Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common
• Implement scheduling tools and CRM. This includes integration, configuration, training and enablement.
• Troubleshoot technical issues and coordinate timely updates to live configurations as needed
• Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless service experience

You Are:

• Someone with strong communication skills who can follow a customer's narrative, understand their point of view, and explain solutions clearly.
• Curious by nature and motivated to understand how things work.
• Customer-first in your approach, showing empathy, clarity, and patience.
• Proactive, resourceful, and ownership-driven — you anticipate needs, take initiative, and follow through.
• Comfortable building relationships with people across different teams and functions.
• Organized and able to manage multiple tasks or threads at the same time.

You Have

Must-Have:

• 2+ years of experience in technical support, onboarding, implementation, or progressive customer service, ideally in a SaaS or digital tools environment.
• Experience troubleshooting, testing, and training customers across multiple products or features.
• Experience owning support targets such as ticket completion, response times, or resolution metrics.
• Experience configuring or managing a client-facing product or tool, such as a templated platform, dashboard, or embedded experience.
• Experience using a CRM, preferably HubSpot or Salesforce.

Nice-to-Have:

• Experience working directly with APIs, including basic understanding of how data moves between systems.
• Experience in the automotive industry or with auto repair shop management tools.
• Experience working with VoIP or telephony systems.
• Prior success in a remote work environment.
• Direct SaaS or startup experience.
• Highly polished professional communication skills.

Interview Process

1. Initial Screen - 20min
2. Wonderlic Assessment
3. Hiring Manager Interview - 30min
4. Executive Interview - 30min
   Problem Solving Exercise - 1hr

Salary : 60,000 USD

We Offer

• 100% remote work environment
• Medical, Dental and Vision insurance within 30 days
• 100% employer-paid medical insurance
• Equity package
• Flexible PTO with 15 days minimum
• Generous Parental Leave
• FSA and HSA options
• 401(k)
• Learning Stipend
• WFH Equipment
• Chance to work with the latest technology
• A collaborative, high ownership culture
• Opportunities for development and career growth

Why Join Steer? At Steer, we align our mission of transforming the auto repair experience for shop owners and their customers with your passion for growth, innovation, and excellence.

Here, you'll find opportunities to expand your skills, take on career-shaping challenges, and contribute to the future of the auto repair industry, all while enjoying comprehensive benefits and flexible work arrangements to support your well-being.

Join Steer to be part of a forward-thinking, flexible, and collaborative culture where you are empowered to do meaningful and impactful work.

We value diversity and believe that forming teams in which everyone can be their authentic self is key to our success. We welcome applications from those with diverse backgrounds and industries.

Our hiring process looks beyond just credentials. The school you went to at 18 doesn't define your potential to thrive and enrich our culture. Even if you don't meet every requirement, we invite you to apply.