Support Technician for a SaaS platform focusing on customer issues resolution and collaboration with technical teams. Ensuring best customer experience through technical support and effective communication.
About the role
- Technical Support Specialist helping customers with design-related troubleshooting and inquiries. Focused on improving customer experience and product adoption in SaaS environments.
Responsibilities
- Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
- Diagnose and resolve issues by:
- Testing functionality within the product to replicate customer experiences
- Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
- Utilizing session recordings and technical data when available
- Leveraging internal tools to understand user and workspace context
- Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
- Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
- Document findings and create detailed escalation materials for product and engineering teams when necessary
- Ensure proper and timely escalation of issues to meet internal and external expectations
- Maintain rapid chat response times while prioritizing comprehensive problem resolution
- Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
- Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
- Identify opportunities and recommendations for continuous process improvement
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and creative problem-solver
- Passionate about customer success and product adoption
- Proactive and self-motivated
- Comfortable experimenting inside the product to find solutions
- Strong at explaining workarounds and complex concepts clearly
- Amenable to working rotating shifts for 24/7 coverage
- At least a bachelor’s degree in any field you’re passionate about
- Customer support experience in SaaS environments, particularly in CX, onboarding, training, or enablement roles
- Excellent English communication skills
- Strong experimental mindset and creative approach to problem-solving
- Hands-on experience with AI tools and technologies
- Comfort with exploratory product testing and iterative troubleshooting
- Ability to translate complex technical concepts into accessible explanations
- Sound judgment regarding escalation decisions and independent problem-solving
- Experience with ticketing or chat-based support systems
- Direct experience with creative, design, or content creation platforms (Preferred)
- Background supporting products with significant creation or editing components (Preferred)
- Proficiency with support platforms and workflows (Preferred)
- Experience documenting technical issues with clear reproduction steps (Preferred)
- Basic analytics and data investigation capabilities (Preferred)
- Interest in advancing AI-powered support capabilities while maintaining human expertise (Preferred)
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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