Enterprise SaaS Support Specialist - End-to-End, Rapid

doordashusa; United States; Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) plan with employer matching

Medical/dental/vision coverage

Disability and life insurance

16 weeks paid parental leave

Commuter benefits

Wellness benefits

Job summary

DoorDash is seeking an Enterprise Support Specialist to serve as a frontline partner for large merchants using our online ordering SaaS platform. You will be part of the Merchant Success Operations group, owning inbound tickets across chat, email, phone, and SMS and driving resolution end-to-end.

You will troubleshoot issues, document findings, and escalate with full context when needed, delivering empathetic, high-quality support while maintaining service standards.

Qualifications

• Three or more years of experience in customer support or operations within a SaaS, technology, or online platform environment.
• Strong written and verbal communication skills with the ability to explain issues and resolutions clearly to non technical merchants.
• Demonstrated experience handling customer issues end to end, including troubleshooting, follow up, and closure.
• Comfort managing multiple priorities in a fast paced, queue driven support environment.
• Sound judgment about when to resolve independently versus escalate.
• Familiarity with ticketing platforms such as Intercom, Zendesk, or comparable tools, plus disciplined case documentation habits.

Responsibilities

• Own inbound support tickets across chat, email, phone, and SMS, working them end to end with clear communication and timely follow up
• Troubleshoot product and account issues, document findings, and drive them to resolution independently when possible
• Escalate complex or high impact cases with full context, reproduction details, and proper case notes
• Deliver empathetic, high quality support in every interaction while meeting established service quality standards
• Partner with peers and cross functional teams when a fix requires engineering, product, or account management input
• Spot recurring issues and surface opportunities to refine workflows, macros, or internal documentation

Skills

Customer support

Communication

Troubleshooting

Multitasking

Escalation management

Documentation habits

Tools

Intercom

Zendesk

Job description

DoorDash is seeking an Enterprise Support Specialist to serve as a frontline partner for large merchants using our online ordering SaaS platform. You will be part of the Merchant Success Operations group, owning inbound tickets across chat, email, phone, and SMS and driving resolution end-to-end.

You will troubleshoot issues, document findings, and escalate with full context when needed, delivering empathetic, high-quality support while maintaining service standards.