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Role Description

This role can be performed remotely anywhere during PST business hours and within the United States. Technical Support Specialists at Fullstory are trusted product experts both for the company and for our customers. In this role, you’ll be reporting to the Global Director of Technical Support Specialists and will be serving on the front-line, ready and willing to assist our customers when they reach out.

As a member of the Customer Experience organization at Fullstory, it’s never enough to only focus on a single ticket. Our Technical Support Specialists play a key role in advocating for improvements on the customer’s behalf.

In a typical day, you might:

• Support customers via tickets in Zendesk, helping them to recognize the full value of Fullstory.
• Advocate for improvements that matter to customers, leading to actual changes within the product and to our processes.
• Proactively surface, propose, and implement solutions to broken and inefficient processes.
• Budgeted time outside of the support queue (extra-queue-riccular work) to contribute to projects that meaningfully impact company-wide goals.
• Leverage AI-powered tools to accelerate troubleshooting, summarize complex customer issues, and identify trends in customer feedback.

Qualifications

• Has previously worked as a SaaS support professional troubleshooting technical issues for software bugs or APIs.
• Experience prioritizing tickets based on customer needs using Zendesk.
• Experience handling escalated customer requests with empathy.
• Located in the United States and can work a 9am-5pm PST schedule.
• Willing to assist with an incident, critical weekend and after hours rotation.

Requirements

• Manage the support queue with minimal assistance within 6 months.
• Devote up to 40% of your time working on projects outside of the queue within 6 months.
• Be the final point of escalation for the most challenging customer situations within 12 months.
• Contribute to cross-collaborative projects that drive growth for the customer experience (CX) department within 12 months.

Benefits

• The base salary for this position ranges between $72,500 - $77,500 USD.
• This role is also eligible for a discretionary bonus of up to 10% of base salary, contingent upon Fullstory meeting its performance targets.