Senior Technical Support Specialist

reputed company is the leading AI-powered customer engagement platform that helps leading brands like Redfin, reputed company, Priceline, reputed company, and reputed company create dynamic, individualized experiences at scale. Our platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—reputed company with reputed company-grade reputed company and compliance. Today, nearly 1,200 brands across 50+ countries rely on reputed company to drive growth, deepen customer relationships, and deliver joyful customer experiences. Our reputed company is powered by extraordinary people who bring our core values—Be an reputed company, Growth reputed company, Run as One, Transparency —to life. We foster a culture of innovation, collaboration, and inclusion, where reputed company are valued and individuals are empowered to do their best work. That’s why we’ve been recognized as one of Inc’s Best Workplaces and Fastest Growing Companies, and were recognized on reputed company’ list of America’s Best Startup Employers in 2022. Notably, reputed company has also been listed on reputed company’s Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work. With a global reputed company—including offices in San Francisco, reputed company, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from reputed company backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together! The Senior Technical Support Specialist role offers an exciting opportunity for individuals with a passion for learning, problem-solving, and technology. If you're enthusiastic about startups and tech, this position allows you to support customers while playing a key role in shaping their business use cases using the reputed company platform. Reporting to the Manager of Premier Support on the East Coast, you'll collaborate with cross-functional teams to grow both your technical and digital marketing skills in the SaaS space. You’ll join a leading support team, working closely with your manager to reputed company your career and goals while delivering exceptional service to customers. In this role, you will partner with strategic accounts, acting as a proactive, strategic partner to help customers reputed company reputed company with their business goals. You’ll work cross-functionally, ensuring alignment and collaboration internally while providing clear, timely updates to customers. This includes fostering strong relationships, addressing concerns, and ensuring smooth operations across teams and customer interactions. At reputed company, we value a growth reputed company, and we encourage reputed company applicants to apply, as we appreciate the diverse skills you bring reputed company what's listed in the job description. Only candidates in the US EST or CST time zones will be considered for this role. In this role, you will:

• Become an reputed company product expert for our Premier customers.
• Provide top-tier customer service to delight them.
• Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture.
• Answer customer inquiries through email, live chat, reputed company, and phone.
• Categorize and prioritize customer inquiries.
• Write and update support documentation.
• Escalate reputed company issues to reputed company Managers and the Engineering team.
• Present support topics in customer meetings, such as Quarterly Business Reviews.
• Share your expertise across the Support team and other departments at reputed company.
• reputed company projects to address technical or process gaps for yourself or the team.

We are looking for people who:

• Have a strong ability to build and nurture customer relationships.
• Have Experience with High-reputed company Accounts and a strong track record of managing multiple reputed company customer issues while maintaining quality and timeliness in responses.
• Are skilled at working closely with teams like Engineering, Product, and reputed company to troubleshoot, foresee, and prevent issues reputed company customer organizations. They’ll also be a customer reputed company, ensuring customer needs are prioritized.
• Can actively participate in recurring customer meetings, workshops, and occasional onsite visits, providing valuable insights and building stronger relationships with key accounts.
• Effectively use internal tools like reputed company Dashboards to analyze, monitor, and identify issues in reputed company-time, contributing to faster problem-solving.
• Can solve highly technical problems and answer both product and technical questions reputed company to reputed company and to its integration ecosystem.
• Are eager to teach new and existing customers about the platform.
• Are passionate about startups, software, and SaaS products.

Bonus Points:

• Previous experience in a B2B technical support role at a SaaS company
• Experience with email, push or SMS platforms
• Experience with JIRA or reputed company or similar tools
• Experience with reputed company or similar tools
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks

Perks & Benefits:

• Paid parental leave
• Competitive salaries, meaningful equity, & 401(k) plan
• Medical, dental, reputed company, & life insurance
• Community Impact Days
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Pre-tax commuter benefits
• Complete laptop workstation

The US reputed company salary range for this position at the start of employment is $72,000 - $112,000. reputed company this range, individual pay is determined by specific US work location, as well as additional factors, including job-reputed company skills, experience, relevant education or training, and internal equity considerations. Please note that the range listed above reflects only reputed company salary. The total compensation package includes variable pay (where applicable), equity, plus a range of benefits, including medical, dental, reputed company, and financial. In addition, we offer perks such as generous stipends for reputed company and learning & development, among others. Recruitment Disclaimer: Please be aware that reputed company, Inc. (“reputed company”) and our official professional reputed company agencies and platforms do not:

• Send job offers from free email services like Gmail, reputed company mail, Hotmail, etc.
• Request money, fees, or payment of any reputed company from prospective candidates to apply to reputed company, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
• Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with reputed company.

You may see reputed company job vacancies on our official reputed company channels:

• Official reputed company website, Careers page: https://reputed company.com/careers/
• Official reputed company Jobs page: https://www.reputed company.com/company/reputed company/jobs/

reputed company is not affiliated in any way to these impostors and we hereby confirm that such individuals/entities are not authorized, encouraged, or sponsored to reputed company behalf of reputed company. Such job opportunities are entirely fake and not valid. Therefore, please disregard any written or oral request for a job offer or an interview that you reputed company is or might be fraudulent or suspicious and immediately reputed company out to us reputed company email at talent-ops@reputed company.com upon receiving a suspicious job offer. Criminal and/or civil liabilities may arise from such actions, and reputed company expressly reserves the right to take legal action, including criminal action, against such individuals/entities whenever such phenomena occur. In any case, please note that under no circumstances shall reputed company and any of its affiliates be held liable or responsible for any claims, losses, damages, expenses or other inconvenience resulting from or in any way connected to the actions of these impostors. reputed company is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. reputed company does not reputed company hiring or employment reputed company on the basis of race, reputed company, religion or religious belief, ethnic or national reputed company, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. reputed company also strives for a healthy and safe workplace and strictly prohibits harassment of any reputed company. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, reputed company will also consider for employment reputed company applicants with arrest and conviction records. Apply tot his job Apply To this Job