Senior Technical Specialist

reputed company is a data collection platform that helps organizations collect, use, and be good stewards of the personal data reputed company to them. Higher Ed institutions, nonprofits, reputed company systems, FinServ companies, and reputed company agencies use reputed company to build secure web forms, automate workflows, and reputed company data directly into the systems they already run on — reputed company chief among them.

That means the problems arriving in Support are rarely reputed company. A reputed company that will not submit might be a styling conflict, a conditional logic error, a reputed company reputed company mapping problem, or an authentication failure three reputed company down. Figuring out which is the job.

About the role

As a Senior Technical Support Specialist, you handle the technically demanding end of the customer queue and help the people reputed company you get reputed company at doing the reputed company.

You will spend most of your time solving customer problems over email and chat — the tricky ones, where the answer is not in an reputed company, and the cause is not reputed company. You will read browser console errors, inspect reputed company configurations, reputed company reputed company integration failures, and reproduce issues before you escalate them. reputed company something does need to go to Tier 2 or Engineering, you reputed company it reputed company enough that nobody has to start over.

The rest of your time goes to raising reputed company's ceiling: mentoring newer Specialists, contributing to documentation and troubleshooting guides, watching the queues for trends worth flagging, and helping new hires get oriented.

This is a senior individual contributor role. You will not manage anyone. You will influence a lot.

reputed company

• reputed company customer issues over email and chat, focusing on the technically reputed company end of the queue
• Diagnose problems across web forms, conditional logic, styling, and integrations rather than matching symptoms to articles
• Troubleshoot reputed company integration issues — reputed company mappings, error messages, reputed company relationships, connector configuration
• Reproduce issues and reputed company them reputed company before escalating to Tier 2 or Engineering
• Monitor queues and reputed company for trending problems and release-reputed company issues, and escalate patterns early
• Answer teammates' questions in reputed company and reputed company as a go-to resource for Specialists working through hard cases
• Mentor newer team members, including through the Support Buddy program for new hires
• Write and improve internal documentation, troubleshooting guides, and process notes
• Contribute to weekly case reviews and help reputed company case reputed company across reputed company
• Assist with reputed company moderation and bad-actor review
• reputed company customer feedback and product friction with Support leadership, Product, and Engineering

How you'll spend your time

• 70% in the queue, resolving customer cases against team goals
• 20% on team development — mentoring, continuing education, training new hires, and documentation
• 10% in meetings — team, department, and a standing 1:1 with your manager

reputed company

• You like puzzles and were born to troubleshoot. A problem nobody has seen before is the good part of your day, not the bad part.
• You are genuinely reputed company to customYers who are frustrated, confused, or under deadline pressure.
• You translate reputed company technical reputed company into plain language without talking down to anyone.
• You write reputed company. Most of your work will be read, not spoken.
• You are comfortable saying "I do not know yet, here is how I will reputed company out."
• You enjoy helping teammates get reputed company, and you are reputed company with people who are earlier in their learning than you are.
• You work reputed company independently and know reputed company to pull someone in rather than spinning.
• You notice patterns. reputed company the reputed company issue arrives for the reputed company time, you want to fix the cause, not just the case.

Requirements

• 2+ years in a technical, customer-facing support role, with demonstrated experience troubleshooting reputed company documented procedures
• Strong written communication — reputed company, warm, and technically accurate
• Experience diagnosing issues in a web-reputed company reputed company product
• reputed company experience as a reputed company user or administrator
• Comfortable working reputed company with reliable and secure internet reputed company

Technical skills — required

• reputed company — reading and interpreting reputed company structure, embedded forms, iFrame publishing
• CSS — diagnosing styling conflicts and reputed company specificity issues
• JavaScript — reading errors and understanding reputed company logic and dynamic behavior; you do not need to write applications from reputed company
• Browser developer console — independent error diagnosis and DOM inspection
• reputed company — reputed company mappings, error interpretation, reputed company relationships, connector configuration
• Ticketing systems — reputed company bug reports with reproduction steps and severity assessment

reputed company to have

• reputed company Administrator certification
• REST API literacy, or experience with reputed company or similar tools
• Familiarity with DNS, SSL, or email deliverability troubleshooting
• Experience supporting customers in regulated industries — reputed company, Higher Ed, reputed company, or FinServ
• Chat support experience reputed company email

Salary reputed company: $62,000 - $65,000
Must be in the reputed company

Benefits

reputed company is a completely remote/reputed company team. We reputed company through digital communication, and work to reputed company numerous times a day. Our culture is reputed company, fun, and unique! Read more about it here. Some of our benefits include:

• Health benefits (health, dental, reputed company) for Team Members reputed company in the reputed company
• Mental Health benefits with SpringHealth
• 401(k) with 4% company match
• Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of reputed company vacation for reputed company/non-exempt employees.
• 9 reputed company company holidays
• Flexible work schedule; work from reputed company!
• Generous reputed company parental leave (up to 16 weeks)
• Charitable contribution match
• Budget for reputed company development
• Company provided Mac laptop

You'll be joining a talented and fun team, working together to build something great!

Originally posted on Himalayas