Senior Technical Specialist

Accountabilities

• • Resolve technically complex customer issues through email and chat while meeting established support and case-quality goals.
  • Diagnose issues across web forms, conditional logic, styling, integrations, and other SaaS functionality rather than relying solely on documented solutions.
  • Troubleshoot Salesforce integrations, including field mappings, error messages, object relationships, and connector configurations.
  • Investigate browser console errors, inspect form configurations and DOM structures, and reproduce issues to identify root causes.
  • Clearly document reproduction steps, severity, technical findings, and relevant context before escalating issues to Tier 2 or Engineering.
  • Monitor support queues and internal communication channels for recurring problems, release-related issues, and emerging trends, escalating patterns proactively.
  • Act as a technical resource for other Support Specialists by answering questions and helping teammates work through complex cases.
  • Mentor newer team members, including through structured onboarding and support buddy programs.
  • Create and improve internal documentation, troubleshooting guides, process notes, and other knowledge resources.
  • Participate in case reviews and contribute to improvements in support quality and consistency.
  • Assist with form moderation and review activities when required.
  • Share customer feedback, recurring issues, and product friction with Support leadership, Product, and Engineering teams.
  • Dedicate time across customer case resolution, team development, training, documentation, and team or departmental meetings.

  Requirements

  • 2+ years of experience in a technical, customer-facing support role, with demonstrated ability to troubleshoot issues beyond documented procedures.
  • Strong written communication skills, with the ability to explain technical concepts clearly, accurately, and empathetically.
  • Experience diagnosing issues within web-based SaaS products.
  • Hands-on Salesforce experience as a power user or administrator.
  • Strong HTML knowledge, including the ability to read and interpret form structures, embedded forms, and iFrame publishing.
  • Working knowledge of CSS, including styling conflicts and selector specificity.
  • Ability to read JavaScript errors and understand form logic and dynamic behavior without necessarily developing applications from scratch.
  • Proficiency with browser developer tools for independent error diagnosis and DOM inspection.
  • Experience creating clear technical tickets and bug reports that include reproduction steps and severity assessments.
  • Comfortable working independently in a remote environment with reliable and secure internet access.
  • Strong analytical and problem-solving abilities, with a methodical approach to investigating unfamiliar issues.
  • Empathetic and customer-focused approach when supporting users who may be frustrated, confused, or working under deadlines.
  • Ability to recognize recurring patterns and look for underlying causes rather than resolving only individual cases.
  • Willingness to collaborate, ask for help when appropriate, and support colleagues in developing their technical skills.
  • Salesforce Administrator certification is a plus.
  • Familiarity with REST APIs, Postman, DNS, SSL, or email deliverability troubleshooting is a plus.
  • Experience supporting customers in regulated industries such as healthcare, higher education, government, or financial services is beneficial.
  • Experience providing chat-based support alongside email support is an advantage.
  • Must be authorized to work in the United States.

  Benefits

  • Salary range of $62,000–$65,000 annually.
  • Fully remote and distributed work environment.
  • Health, dental, and vision benefits for eligible U.S.-based team members.
  • Mental health benefits through SpringHealth.
  • 401(k) with a 4% company match.
  • Unlimited PTO for salaried/exempt employees, with a required minimum usage of two weeks per year.
  • Four weeks of paid vacation for hourly/non-exempt employees.
  • 9 paid company holidays.
  • Flexible work schedule and the ability to work from anywhere within the United States.
  • Generous paid parental leave of up to 16 weeks.
  • Charitable contribution matching.
  • Professional development budget.
  • Company-provided Mac laptop.
  • Collaborative, distributed culture with opportunities for mentoring, learning, and professional growth.