Senior Technical Support Specialist (SaaS)

FULL_TIME

Remote | Senior | Full time | Technical Support

20 applications Last checked today

ⓘ Requires applying in English

A Senior Technical Support Specialist owns the technical side of Worksuite's Customer Success function: diagnosing and resolving escalated, complex support tickets, and helping shape how the Support team runs day to day.

You'll partner with the Director of Customer Support to spot process gaps, get ahead of recurring issues, and keep the wider team aligned on what's changing and why.

This posting is original from the Get on Board platform.

Handle escalated customer issues and concerns that are both complex and high-priority. Use agentic tooling to diagnose and resolve technical issues. Serve as the main point of contact for Support-related issues with the whole team.

Collaborate with other departments or teams to ensure cross-functional alignment, including providing feedback on features. Maintain a constant feedback loop with the Director of Customer Support to be aligned on current team challenges and solutions. Develop and maintain relationships with key customers or partners to enhance customer experience and loyalty.

Maintain Subject Matter Expert level knowledge of the product. Stay up-to-date on industry trends and emerging technologies that could impact customer support. Communicate trends and issues that might affect Support to the whole team.

• At least 4 years in a technical support role at a relevant SaaS organization.
• Comfortable using tools like FreshDesk, Slack, G-Suite, etc.
• Expert technical troubleshooting and problem-solving skills in a professional environment using chat/phone/email.
• Experience handling multiple projects simultaneously.
• Track record of professional and effective verbal and written communication skills with customers.
• Great English proficiency.
• Ability to excel in a fast-paced environment, embrace change, and show good judgment.
• Attention to detail.
• Ability to manage multiple priorities.
• Self-motivated with commitment to high-quality work.
• Active use of AI tools as a core part of daily work — researching tickets, drafting responses, and maintaining context across escalations.
• Comfortable using AI/agentic workflows.
• Solution-driven mindset: brings escalations and process discussions a researched, proposed path forward rather than just a question.
• Comfort reading and reasoning about relational data models well enough to trace an issue across related records, and experience running backend remediation scripts (e.g. via Django admin) safely — verifying dry-run output before executing any live, irreversible change.

The ideal candidate is technically sharp, self-motivated, and comfortable being the point of contact when something is unclear or breaking.

Seniority in this role comes from technical depth, not from managing people — this is not a leadership or coaching position.

The ideal candidate is naturally curious, self motivated and dedicated to learning and teaching.

This is a 100% remote role. Ability to consistently work in PST, MST, CST, EST preferred.

Excellent time management skills.

• Work closely with a cross-functional team of highly motivated and intelligent folks with a unique range of startup and enterprise experience
• Vibrant company culture with frequent team building events
• Fast pace learning environment with significant availability for new opportunities
• Competitive compensation
• Flexible work arrangements
• Remote work environment
• Unlimited PTO (minimum of 25 days/year)
• Required Mental Health Day each month

GETONBRD Job ID: 63434

Fully remote

Candidates can reside anywhere in the world.

The #1 freelancer management system built for global hiring and large-scale contingent workforce programs. — Worksuite, Inc.'s full profile

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