Technical Support Specialist - US

About the position

As a Technical Support Specialist, you will play a key role in ensuring the reliability and smooth operation of our product and IT support operations. This role is ideal for a technically skilled professional who thrives in a collaborative, service-oriented, startup environment. You’ll act as the bridge between our Level 1 support team and Engineering teams (level 3), providing technical expertise, driving issue resolution, participating in IT operations, and ensuring continuous improvement in our support processes.

Responsibilities

• Provide advanced technical support to Operations teams, assisting with product-related issues that require deeper analysis or troubleshooting.
• Participate in IT and Product Support Operations, helping manage day-to-day operational requests and ensuring effective ticket coverage and resolution.
• Investigate and document recurring issues, escalating bugs or systemic problems to Product and Engineering teams as needed.
• Collaborate closely with Engineers to ensure the prompt resolution of technical issues.
• Maintain clear communication across teams during major product issues, ensuring stakeholders are updated on progress and resolution.
• Develop and maintain a robust internal knowledge base to support consistent, efficient troubleshooting across all support levels.
• Train and mentor operational team members, equipping them with product knowledge and best practices for handling technical issues.
• Track, analyze, and report on common support themes and performance metrics to identify opportunities for proactive improvements.

Requirements

• 3 to 5 years of experience in a technical support, product support, or IT operations role.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent practical experience.
• Strong problem-solving and analytical skills, with a proven customer- and service-oriented mindset.
• Excellent communication and collaboration skills, with experience working cross-functionally between support, product, and engineering teams.
• Experience creating or maintaining internal documentation and knowledge bases.

Nice-to-haves

• Experience working in a startup or scale-up environment is preferred.

Benefits

• $70k-$80k
• Stock Options
• A great office with a balance of in-person and remote work
• Free Vacation Policy
• 100% Employer-Covered Health Insurance
• 401K Plan