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Senior Technical Support Specialist
Location
United States
Posted
8 days ago
Salary
Not specified
Job Description
Role Description
This role offers the opportunity to serve as a trusted product expert, directly impacting the customer experience by troubleshooting complex technical issues and driving meaningful improvements to software platforms.
- Engage with customers daily, ensuring they gain maximum value from the product while advocating for enhancements.
- Balance hands-on support with project work that shapes processes and drives departmental growth.
- Collaborate across teams, leveraging AI tools and analytics to solve challenges and influence product strategy.
- Ideal for proactive problem-solvers who thrive in a fast-paced, innovative environment.
Accountabilities:
- Provide technical support to customers via ticketing systems, ensuring issues are resolved efficiently and with empathy.
- Troubleshoot software issues, APIs, and product functionality while guiding customers to realize full product value.
- Advocate for product and process improvements based on customer feedback and trends.
- Proactively identify and implement solutions to inefficient processes within the support workflow.
- Participate in projects outside of the support queue to drive departmental initiatives and company-wide goals.
- Collaborate with cross-functional teams and leverage AI tools to accelerate troubleshooting and summarize complex customer issues.
- Assist with incidents, critical events, and after-hours support as needed.
Qualifications
- Proven experience in SaaS technical support, including troubleshooting software bugs or API issues.
- Proficiency with ticketing systems, particularly Zendesk, and the ability to prioritize tasks based on customer impact.
- Strong communication skills, with the ability to handle escalated situations with empathy and professionalism.
- Self-motivated, resourceful, and capable of managing a support queue with minimal supervision.
- Willingness to work remotely within PST business hours, including participation in on-call rotations when required.
- Comfortable contributing up to 40% of time on projects outside the queue to drive improvements and initiatives.
Benefits
- Base salary range of $72,500 – $77,500 USD, plus eligibility for a discretionary bonus of up to 10% of base salary.
- Fully remote work flexibility with PST business hours, plus optional office collaboration days.
- Sponsored medical, dental, and vision benefits for U.S.-based employees, with supplemental options for international employees.
- Flexible PTO policy and company-wide closures, including federal holidays.
- Learning and development opportunities, including training programs and annual learning subsidies.
- Monthly productivity stipends for U.S. and EMEA-based employees.
- Paid parental leave, bereavement leave, and other wellness-focused programs.
- Team off-sites and annual company meet-ups to foster collaboration and connection.
Job Requirements
- Proven experience in SaaS technical support, including troubleshooting software bugs or API issues.
- Proficiency with ticketing systems, particularly Zendesk, and the ability to prioritize tasks based on customer impact.
- Strong communication skills, with the ability to handle escalated situations with empathy and professionalism.
- Self-motivated, resourceful, and capable of managing a support queue with minimal supervision.
- Willingness to work remotely within PST business hours, including participation in on-call rotations when required.
- Comfortable contributing up to 40% of time on projects outside the queue to drive improvements and initiatives.
Benefits
- Base salary range of $72,500 – $77,500 USD, plus eligibility for a discretionary bonus of up to 10% of base salary.
- Fully remote work flexibility with PST business hours, plus optional office collaboration days.
- Sponsored medical, dental, and vision benefits for U.S.-based employees, with supplemental options for international employees.
- Flexible PTO policy and company-wide closures, including federal holidays.
- Learning and development opportunities, including training programs and annual learning subsidies.
- Monthly productivity stipends for U.S. and EMEA-based employees.
- Paid parental leave, bereavement leave, and other wellness-focused programs.
- Team off-sites and annual company meet-ups to foster collaboration and connection.
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