Senior Technical Support Specialist (SaaS)

TL;DR

Senior Technical Support Specialist (SaaS): Providing high-tier technical support and strategic partnership for premier accounts on an AI-powered engagement platform with an accent on technical troubleshooting and customer relationship management. Focus on resolving complex integration issues, optimizing customer architecture, and bridging the gap between clients and engineering teams.

Location: Must be based in the US (EST or CST time zones). Office locations in Atlanta, Austin, Boston, and Chicago.

Salary: $72,000 - $112,000

Company

AI-powered customer engagement platform helping brands create individualized experiences at scale.

What you will do

• Act as a product expert and strategic partner for Premier customers to drive business outcomes.
• Resolve technical inquiries via email, live chat, Zendesk, and phone.
• Collaborate with Engineering and Product teams to troubleshoot and prevent system issues.
• Create and maintain support documentation.
• Lead projects to bridge technical or process gaps within the support organization.
• Present technical topics during Quarterly Business Reviews (QBRs).

Requirements

• Experience managing high-priority accounts and complex technical issues.
• Ability to troubleshoot integration ecosystems and solve highly technical problems.
• Proficiency using Datadog dashboards for real-time monitoring and analysis.
• Must be located in the US EST or CST time zones.
• Strong track record of building and nurturing customer relationships.

Nice to have

• Experience in B2B SaaS technical support.
• Knowledge of email, push, or SMS platforms.
• Familiarity with APIs, DNS, HTML, CSS, and JavaScript.
• Experience with JIRA or Zendesk.

Culture & Benefits

• Competitive salary, equity, and 401(k) plan.
• Comprehensive medical, dental, vision, and life insurance.
• Flexible PTO and paid sabbatical.
• Monthly allowances for wellness and professional development.
• Paid parental leave and fertility/adoption assistance.