Client-Facing Technical Support Specialist (SaaS | Hybrid | Austin, TX)

Position Overview

Join a mission-driven SaaS team where your support skills truly make a difference. As a Client-Facing Technical Support Specialist, you will serve nonprofit clients on the ClearView CRM platform in a hybrid role based in Austin, TX. You will be the first line of support (Tier 1 with occasional Tier 2), troubleshooting issues, explaining features, and collaborating with cross-functional teams to enhance the overall client experience.

Key Responsibilities

• Provide Tier 1 technical support via Zendesk, triaging and resolving incoming tickets.
• Communicate effectively with nonprofit clients through email, chat, and video.
• Build trusted relationships with assigned clients through proactive support and consistent follow-up.
• Document recurring issues, draft macros and runbooks, and help expand the internal knowledge base.
• Escalate bugs and complex issues to Product and Engineering teams with clear logs and reproduction steps.
• Support light QA testing of new features or custom implementations prior to release.
• Keep clients informed about product updates, changes, and best practices.

Required Qualifications

• 2+ years of experience in SaaS technical support or application support with both client-facing and technical responsibilities.
• Experience using tools such as Zendesk, Salesforce, or ServiceNow.
• Familiarity with SQL, APIs, and CSVs—or a strong interest in learning them quickly.
• Clear, empathetic communication skills, especially when explaining technical concepts to non-technical users.
• Ability to manage time and tasks independently in a hybrid work environment.
• Bonus: Experience supporting CRM platforms or nonprofit clients is a plus.

Compensation & Benefits

• Compensation: Competitive and based on experience, scope of responsibility, and impact.
• Medical, dental, and vision insurance options.
• 100% Employer paid short/long term disability and Basic Life coverage.
• Flexible paid personal/vacation time built on mutual trust and accountability.
• 10 sick days annually and 10 company paid holidays.
• Pet Insurance, Medical Travel Benefits, Infertility Benefits, and Teladoc.
• Employee Assistance Program plus Wellness Benefits & Engagement Platform.