Technical Customer Support Specialist

Be the technical front line

Own customer technical support via Intercom (email, chat, and occasional calls), troubleshooting issues through to resolution.

Diagnose root causes, provide clear workarounds where needed, and partner with Engineering and Product on complex issues.

Escalate critical issues with the right context and keep customers informed throughout.

Own technical setups

Coordinate and implement Custom Domain and SSO configurations, including certificate handling and renewals.

Drive setups to completion against customer deadlines and troubleshoot issues when they arise.

Escalate critical or high-impact cases to senior support or Engineering at the right moment, with the context needed for a fast resolution.

Build the knowledge ecosystem

Create and maintain FAQs, knowledge base articles, and troubleshooting guides.

Share best practices with teammates and educate customers on self-service resources.

Identify gaps in AI support tooling (Fin) and feed back improvements to increase autonomous resolution.

Drive quality and continuous improvement

Uphold quality standards across every interaction and participate in regular reviews.

Surface recurring patterns and turn them into process improvements.

Handle sensitive customer data in line with security and compliance protocols.