Senior Technical Support Specialist

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Technical Support Specialist in the United States.

This role offers the opportunity to serve as a trusted product expert, directly impacting the customer experience by troubleshooting complex technical issues and driving meaningful improvements to software platforms. You will engage with customers daily, ensuring they gain maximum value from the product while advocating for enhancements that make the experience smoother and more efficient. The position allows you to balance hands-on support with project work that shapes processes and drives departmental growth. Working remotely within PST business hours, you will collaborate across teams, leveraging AI tools and analytics to solve challenges and influence product strategy. This role is ideal for proactive problem-solvers who thrive in a fast-paced, innovative environment and want to make a measurable impact on both customers and the company.

• Provide technical support to customers via ticketing systems, ensuring issues are resolved efficiently and with empathy.
• Troubleshoot software issues, APIs, and product functionality while guiding customers to realize full product value.
• Advocate for product and process improvements based on customer feedback and trends.
• Proactively identify and implement solutions to inefficient processes within the support workflow.
• Participate in projects outside of the support queue to drive departmental initiatives and company-wide goals.
• Collaborate with cross-functional teams and leverage AI tools to accelerate troubleshooting and summarize complex customer issues.
• Assist with incidents, critical events, and after-hours support as needed.

• Proven experience in SaaS technical support, including troubleshooting software bugs or API issues.
• Proficiency with ticketing systems, particularly Zendesk, and the ability to prioritize tasks based on customer impact.
• Strong communication skills, with the ability to handle escalated situations with empathy and professionalism.
• Self-motivated, resourceful, and capable of managing a support queue with minimal supervision.
• Willingness to work remotely within PST business hours, including participation in on-call rotations when required.
• Comfortable contributing up to 40% of time on projects outside the queue to drive improvements and initiatives.

• Base salary range of $72,500 – $77,500 USD, plus eligibility for a discretionary bonus of up to 10% of base salary.
• Fully remote work flexibility with PST business hours, plus optional office collaboration days.
• Sponsored medical, dental, and vision benefits for U.S.-based employees, with supplemental options for international employees.
• Flexible PTO policy and company-wide closures, including federal holidays.
• Learning and development opportunities, including training programs and annual learning subsidies.
• Monthly productivity stipends for U.S. and EMEA-based employees.
• Paid parental leave, bereavement leave, and other wellness-focused programs.
• Team off-sites and annual company meet-ups to foster collaboration and connection.

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

 Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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