Technical Support Specialist

Technical Support SpecialistAt SciSure we're looking for a Technical Support Specialist to join our team. Full-time · US: Boston, MA OfficeAbout the JobThe Technical Support Specialist role serves as the primary critical escalation point for providing technical assistance to customers and team members using the SciSure platform. As a technical product expert, you will be responsible for managing the SciSure user relationship when product-based issues arise by maintaining all information in our support ticketing queue, including reviewing, organizing, and loading data provided by customers. Additionally, you will act as a key liaison between our customers and our engineering and service teams to submit incident reports, facilitate further investigation, and inform customers of our team's progress towards resolving issues.This role will report to the VP, Professional Services and will coordinate with both customer- and product-facing teams within the company. To be successful, you must possess strong interpersonal skills to effectively translate and communicate technical knowledge to any customer, regardless of their background or role.ResponsibilitiesAct as a primary point-of-contact for users of the SciSure platform through our Support Desk (Zendesk), helping them resolve issues, answer product-related questions, and ensure a smooth user experienceDevelop and maintain product expertise on the SciSure platform's capabilities, as well as a high-level understanding of the platform's architectural and software designTroubleshoot and resolve issues by identifying root causes and guiding users through solutionsEscalate complex issues to engineering or product teams for further investigationFacilitate conversations between customers and the engineering teams to ensure a consistent service experienceMonitor and report on recurring issues and customer feedback to help improve the product and support processesAssist customers with specialized migration and configuration requestsContribute to writing and updating product documentation within the SciSure Knowledge BaseAdvocate for the customer experience and identify opportunities for improving our services and productsProvide first-line support to customers and partners using the SciSure Developer HubRequirements1-2 year's experience working in a customer service or IT position, preferably supporting a SaaS productCustomer-centric mindset who goes above-and-beyond to address and advocate for the customer's needsTech-savvy, capable of quickly picking up and mastering web-based technologiesStrong analytical skills, detail-oriented with a passion for troubleshooting and investigationExcellent written and verbal communication skillsProven ability to work effectively in a team environmentOrganized and self-disciplined, able to take on multiple tasks at the same time and drive resultsDegree or equivalent education in relevant fields such as computer science or IT preferredExperience working with the following platforms: MS Office, Zendesk, JIRAExperience with web-based technologies (ex. APIs, SDKs) a plusProficiency with Microsoft Excel for organizing, analyzing, and presenting dataStrong SQL skills with hands-on experience querying MySQL or similar relational databasesComfortable reviewing and navigating existing code for debugging without requiring full-scale software development experience; familiarity with PHP is a plusInterest in using AI tools and prompt-based research to accelerate learning and analysisWillingness to learn new tools and adapt to evolving workflows