Platform Support Specialist

The opportunity

Espresa is looking for a Platform Support Specialist to serve as the primary technical resource for our enterprise customers. In this role, you will sit at the intersection of customer experience and deep platform expertise, helping administrators navigate our SaaS platform, diagnosing technical issues, and acting as a critical feedback loop between customers and our product and engineering teams.

This is a high-impact, individual-contributor role on the Customer Success team. You will own technical resolution across support channels (email, phone, and chat) while maintaining high CSAT scores and contributing to the continuous improvement of our support systems and documentation.

Key Responsibilities

• Diagnose and resolve platform issues across tickets, email, phone, and chat -- triaging configuration errors, integration failures, data discrepancies, and bugs while meeting CSAT and solve targets
• Guide members and admins through platform features, configurations, and workflows; distinguish between user error, configuration issues, and product bugs and route each appropriately
• Own escalated cases for enterprise and strategic accounts with urgency and cross-functional coordination, bringing in Engineering, Product, or CS as needed
• Maintain deep, current knowledge of the Espresa platform and contribute to internal documentation, knowledge base articles, and help content
• Surface recurring issues and support trends to Product and Engineering, and collaborate with CS and Implementation to support a unified customer experience
• Deliver a consistently high-quality, empathetic experience that builds trust with both end users and enterprise stakeholder

Experience

• 3-5 years in a technical support or customer-facing SaaS role
• Proven ability to learn complex platforms quickly and troubleshoot issues end-to-end, communicating resolutions clearly to technical and non-technical audiences
• Experience with enterprise customers and escalations; HR tech or benefits platform background strongly preferred
• Proficiency with Zendesk (or similar), MS Office, and Google Suite
• Experience with SSO, SFTP, and API integrations
• Exceptional written and verbal communication with the ability to manage difficult conversations with empathy and professionalism
• Detail-oriented, able to prioritize a dynamic queue, and collaborative by default -- shares knowledge and supports the broader CS team
• Bachelor's degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered
• Certifications a plus: CompTIA A+ or Network+ (foundational IT), ITIL Foundation (support operations), or Zendesk Support Administration

What We Offer

• Competitive compensation and benefits.
• Opportunities for career growth and professional development.
• A collaborative and innovative work environment.

Espresa’s benefits

Espresa offers a comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.

We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, disability, or any other protected characteristic.