Platform Support Specialist

Job Description:

• Serve as the primary technical resource for enterprise customers.
• Help administrators navigate our SaaS platform, diagnosing technical issues.
• Act as a critical feedback loop between customers and our product and engineering teams.
• Own technical resolution across support channels (email, phone, and chat).
• Maintain high CSAT scores and contribute to the continuous improvement of our support systems and documentation.
• Diagnose and resolve platform issues -- triaging configuration errors, integration failures, data discrepancies, and bugs.
• Guide members and admins through platform features, configurations, and workflows.
• Own escalated cases for enterprise and strategic accounts with urgency.
• Maintain deep knowledge of the Espresa platform and contribute to internal documentation.

Requirements:

• 3-5 years in a technical support or customer-facing SaaS role
• Proven ability to learn complex platforms quickly and troubleshoot issues end-to-end, communicating resolutions clearly to technical and non-technical audiences
• Experience with enterprise customers and escalations; HR tech or benefits platform background strongly preferred
• Proficiency with Zendesk (or similar), MS Office, and Google Suite
• Experience with SSO, SFTP, and API integrations
• Exceptional written and verbal communication with the ability to manage difficult conversations with empathy and professionalism
• Detail-oriented, able to prioritize a dynamic queue, and collaborative by default -- shares knowledge and supports the broader CS team
• Bachelor's degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered
• Certifications a plus: CompTIA A+ or Network+ (foundational IT), ITIL Foundation (support operations), or Zendesk Support Administrator

Benefits:

• Competitive compensation and benefits.
• Opportunities for career growth and professional development.
• A collaborative and innovative work environment.
• Comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.

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