Meditation and Mental Wellness app - Technical Support Specialist

ZipRecruiter; Greensboro (NC); Remote; USD 55,000 - 70,000; Full time

Job summary

A leading company is seeking a Tier 2 Product Support Specialist to resolve complex technical issues. This role involves collaborating with internal teams to enhance the member experience through effective problem-solving and communication. The ideal candidate will have 2–4 years of experience in customer or technical support, strong troubleshooting skills, and the ability to thrive in a fast-paced environment. Benefits include competitive compensation, wellness programs, and opportunities for professional growth.

Benefits

Wellness programs

Medical, dental, and vision options

Access to free fitness workouts

Paid Sabbatical Leave

Training opportunities

1-on-1 coaching

Qualifications

• 2–4 years of customer or technical support experience.
• Detail-oriented with accurate technical documentation skills.

Responsibilities

• Serve as a subject matter expert for Tier 2 technical issues.
• Troubleshoot bugs, data discrepancies, and app crashes.
• Assist in training frontline agents on new features.

Skills

Troubleshooting

Problem Solving

Communication

Empathy

Tools

Zendesk

Jira

Job description

Job Description

Role Details

• Contract Duration: Permanent, Full-time
• Training Schedule: To be Determined
• Work Schedule: To be Determined
• Work type and Location: Remote, US
• Expected start date: May 29th, 2025

About Us

We connect talented people globally with innovative companies to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere. Recognized as a Most Loved Workplace, we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. Bring your experience, talents, passion, and authenticity—you will always be supported to do your best work, enjoy your day, and thrive.

The Role

As a Tier 2 Product Support Specialist, you will serve as a key escalation point for resolving complex technical and product-related issues raised by our members. Situated within the Member Support organization (MCA), this role combines deep product knowledge with troubleshooting skills and a member-first mindset. You’ll work cross-functionally with the internal Product and Technical Support team within MCA to resolve issues, advocate for improvements, and support a seamless member experience.

What you’ll do:

• Serve as a subject matter expert for Tier 2 technical issues unresolved by frontline support agents.
• Troubleshoot bugs, data discrepancies, app crashes, login issues, and other tech concerns.
• Collaborate with the Product and Technical Support team to reproduce and document bugs and platform issues.
• Help create internal documentation for known issues, workarounds, and escalation workflows via Macros, Knowledge Base articles, and FAQ.
• Communicate technical information clearly and empathetically to members.
• Identify recurring issues and partner with the team to determine root causes and suggest improvements.
• Assist in training frontline agents on new features, tools, and troubleshooting techniques.
• Manage escalations from internal teams within defined SLAs.
• Contribute to workflow, member experience, and team efficiency improvements.

What we expect from you:

• 2–4 years of customer or technical support experience.
• Strong troubleshooting and problem-solving skills supporting software or digital platforms.
• Excellent communication skills, able to explain complex topics simply.
• Experience with support tools (e.g., Zendesk, Jira).
• Detail-oriented with accurate technical documentation skills.
• Empathy-driven mindset focused on helping others and improving user experience.
• Ability to thrive in a fast-paced, cross-functional environment managing priorities.

What you’ll get in return:

• Full-time employment
• Competitive compensation based on experience
• Wellness programs, including support from an in-house psychologist
• Benefits including medical, dental, and vision options (location-dependent)
• Access to free fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities from PartnerHero and external providers
• 1-on-1 coaching, mentorship, and cross-functional development opportunities

Company Culture

Our culture is driven by core values:

• Care for others: Cooperate, empathize, and prioritize each other.
• Embrace growth: Take risks, develop skills, and stay open to change.
• Manifest trust: Build trust through commitments and reliability.
• Take ownership: Do the right thing naturally.
• Be humble: Seek guidance, accept feedback, and listen.

PartnerHero is proud to be an equal opportunity workplace. We value diversity, equity, and belonging, and are committed to providing equal employment opportunities regardless of protected characteristics. We consider qualified applicants regardless of criminal histories, where legally permissible. We also make reasonable accommodations for individuals with disabilities. For assistance, contact [e-mail].

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