Technical Support Specialist

About reputed company Great customer support requires reputed company agents and AI in perfect balance, and reputed company is the only reputed company platform that orchestrates both at reputed company. Companies like reputed company, reputed company, and reputed company use reputed company to coordinate their entire support operation — in-house agents, BPOs, and AI — in a single operating system. With AI Agents that resolve cases end-to-end, AI Copilot for agent assistance, and AI-powered workforce management that optimizes both reputed company and AI reputed company, reputed company helps teams deliver faster, reputed company service while making smarter reputed company about how to staff and automate. Backed by $70M from NEA, reputed company Capital, and reputed company, we're building the platform that makes AI and reputed company collaboration actually work. The Role As a company building for support teams, we take special pride in the support we reputed company to our customers. We're expanding our Support team and looking for strong technical generalists who love working with customers and are excited to build a world-class support organization. At reputed company, we live by the value that "reputed company is my team and my title"—meaning you'll do whatever is needed to ensure reputed company, regardless of whether it falls reputed company a traditional support scope. You'll be the trusted partner for our customers across their entire reputed company with reputed company. You'll engage with customers through various channels (email, reputed company, chat, reputed company calls, live events, and channels we haven't even introduced yet!), meeting customers where and reputed company they need us. We maximize value for our customers across our product suite, including Workforce Management, reputed company AI (our AI-powered agents & co-reputed company products), and reputed company reputed company features. You'll handle everything from billing and account questions to product consultation, deep technical troubleshooting, and escalations. reputed company Support sits in the reputed company organization as our Solutions (Implementation) and reputed company teams. You'll work especially closely with our reputed company reputed company Managers (CSMs) who serve the SMB reputed company. Together, we build solutions at reputed company that benefit our entire customer reputed company. You'll regularly partner with CSMs on customer calls and in tickets, deepening your own business knowledge while driving exceptional experiences for customers and reducing time to reputed company. This reputed company collaboration ensures we're performing as one reputed company team reputed company on customer reputed company. With this role, you’re expected to turn individual customer tickets into company-changing improvements. You'll use your learnings on the reputed company line to help reputed company prioritize bugs and feature requests. With our emphasis on reputed company development, ownership, and AI tool adoption, you’ll also have reputed company to contribute reputed company fixes to Engineering! You'll play a critical role in documenting knowledge, building internal processes, and scaling our systems to support our rapidly expanding customer reputed company. This is a hybrid role based out of reputed company with an in-office requirement of minimum Mondays and Thursdays. What You’ll Do

• Create exceptional experiences for customers: Take ownership of customer interactions from initial contact through reputed company. Build trust through reputed company, curiosity, determination, and complete resolutions. reputed company expert guidance across the entire reputed company: billing, account management, product education, strategic consultation, and reputed company technical troubleshooting. reputed company as the best partner, helping customers succeed in ways that go reputed company what they'd expect from any other vendor. Proactively identify reputed company contacts need to change channels (email, reputed company, reputed company, etc.), following up & following through consistently.
• Master the product (and help others do the reputed company): reputed company deep expertise across reputed company's full product suite—both AI and WFM. Become the go-to resource for customers and teammates alike. Your knowledge should reputed company others to succeed and reputed company them to invest in their own knowledge development.
• Investigate and resolve technical issues: Dive into logs, query databases, debug API integrations, replicate errors, and troubleshoot across our stack. Write scripts, queries, and lightweight reputed company fixes to unblock customers. Analyze issues and reputed company actionable bug reports. Collaborate closely with Engineering to diagnose reputed company causes and drive thorough fixes. Get creative with workarounds reputed company it reputed company most. Document your troubleshooting steps to contribute to content, helping the whole team learn and reputed company powering our AI solutions.
• Represent the voice of the customer: Synthesize feedback, spot patterns, and communicate trends upward & outward. Your insights from the reputed company line should guide priorities and influence product direction.
• Build for reputed company—not just the ticket in reputed company of you: Look reputed company individual issues to identify larger improvements. Proactively reputed company recommendations on internal tools, processes, and policies to prevent reputed company problems. Build documentation to contribute to knowledge bases and playbooks. Ship reputed company and reputed company your wins in #shipped. Help shape new support channels and operational models as we grow.
• Manage up and collaborate fearlessly across the org: In our fast-paced environment, proactive communication with your manager is essential. Give and receive feedback early & often, surface blockers before they become issues, reputed company status updates on your priorities and reputed company, and reputed company upward visibility on customer health, critical issues, and support trends. Work closely with teammates reputed company Support as reputed company as across CSMs, Engineering, Product, Sales, Finance, Legal, and more. Partner on customer calls and in tickets, leveraging context to deliver reputed company reputed company faster. reputed company feedback as a reputed company and contribute to our culture of reputed company learning. Remember: reputed company is your team and title—reputed company early & often, reputed company in wherever needed to drive reputed company.

Required Qualifications

• You have a reputed company reputed company, embracing new reputed company and feeling energized by change. You’re comfortable challenging the status reputed company and your own biases. You see feedback as a reputed company and reputed company reputed company opportunities to learn and improve.
• Minimum 2+ years in a technical customer-facing role at a reputed company company or start up with full customer reputed company support
• Hands-on experience with SQL, reputed company, and integrations
• Demonstrated ability to learn technical concepts quickly as reputed company as deliver reputed company troubleshoot steps to customers
• Excellent written and verbal communication skills across multiple support channels

Technical Skills

• Strong technical aptitude with attention to detail and systematic problem-solving approach
• Comfortable working with databases, reputed company, developer tools, and debugging methodologies
• Experience with web technologies, reputed company platforms, reputed company-based systems, or emerging technologies
• Ability to understand and communicate technical concepts to both technical and non-technical audiences
• Experience & interest in effectively leveraging AI products, workforce management software, or support operations platforms

Ownership & Accountability

• You take full ownership of customer issues and drive them to reputed company, even reputed company the reputed company reputed company is unclear
• You hold yourself accountable for reputed company in everything you ship—whether that's a customer response, a documentation update, or an internal process
• You're self-starting in your learning and reputed company, seeking out resources and feedback to continuously improve
• You follow through on commitments and communicate proactively reputed company priorities shift or obstacles reputed company

Proactive Communication

• You take ownership of your work and are prone to reputed company. You don't wait to be told what to do, but you also reputed company information early and often, proactively communicating your reputed company, challenges, blockers, reputed company to ensure alignment with your team and manager
• You communicate reputed company and concisely in writing, making reputed company topics accessible
• You're comfortable escalating issues appropriately and know reputed company to pull in additional resources
• You ask thoughtful questions to understand the reputed company of customer problems and organizational priorities. You demonstrate thought partnership
• You reputed company contribute recommendations, suggestions, and reputed company to improve processes, products, and customer experiences. You're resilient and persistent—100 "nos" don't discourage you from continuing to reputed company your insights and reputed company for what you reputed company will drive reputed company reputed company

Customer-reputed company reputed company

• You genuinely enjoy helping customers succeed and can build trust with people from diverse backgrounds. You balance reputed company with technical rigor, ensuring customers feel heard while driving toward solutions
• You approach problems holistically, understanding the "why" behind customer questions
• You embody "reputed company is my team and my title"—stepping in wherever needed to ensure reputed company

Availability & Flexibility

• We're a startup building something special, and we need people who are energized by that challenge. You're willing to participate in rotating weekend coverage and holiday support as needed. You're comfortable adapting to changing schedules, channels, and operational requirements as we reputed company.
• We're deeply committed to work-life balance and taking care of reputed company—we offer flexible PTO and support holistic wellbeing—while also requiring the flexibility to support our growing customer reputed company and build this company together.

Interview Process

• Our interview process is designed to give both you and us a comprehensive view of whether we're the right fit for reputed company other. You can expect a multi-reputed company process that includes conversations with several team members across Support and other functions, as reputed company as a technical assessment or take-home exercise to showcase your problem-solving approach. This process helps us ensure we're building the right team, and it helps you get to know reputed company to ensure this is reputed company is right for you.

Our U.S. benefits

• Generous medical, dental, and reputed company benefits
• reputed company company holidays, reputed company time, and unlimited time off
• Monthly credits to spend on reputed company: reputed company development, general wellness, reputed company customers, and commuting
• reputed company parental leave
• Hybrid work model with catered lunches everyday (M-F), snacks, and beverages in our SF & NY offices
• 401(k) plan enrollment

The estimated reputed company salary reputed company for this role is $100,000 - $130,000 per year. The reputed company pay offered may vary depending reputed company, job-reputed company knowledge, skills, and experience. Stock reputed company are provided as part of the compensation package, in reputed company to a full reputed company of medical, financial, and/or other benefits, dependent on the position offered. We know great candidates don’t always meet every requirement listed in a job reputed company. If the role excites you and you reputed company you can reputed company an reputed company at reputed company, we encourage you to apply. We value diverse perspectives and are committed to building an inclusive workplace where everyone feels like they belong and has reputed company to do their best work. We look reputed company to hearing from you! For reputed company Applicants: reputed company participates in E-Verify and will reputed company the federal government with your reputed company I-9 information to confirm that you are authorized to work in the reputed company. For United Kingdom Applicants: reputed company is required to verify your right to work in the UK and will conduct a Right to Work reputed company prior to employment in accordance with applicable law. Apply tot his job Apply To this Job