SaaS Technical Support Specialist

Blackleaf Marketing, LLC.; Los Angeles (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Blackleaf Marketing, LLC. is seeking a Technical Support Specialist to resolve software issues and guide customers through everyday workflows. You will work with product and engineering teams to turn feedback into better experiences.

You will manage incoming requests, troubleshoot access, campaigns, and integrations, and document issues with clear steps to reproduce. Strong communication and multi-case management are essential.

Qualifications

• Experience in technical support or software customer support.
• Strong written communication and active listening.
• Ability to manage multiple support cases and stay organized.
• Good data validation and careful handling of customer data.

Responsibilities

• Manage incoming support requests and prioritize by impact.
• Troubleshoot account access, audience setup, workflows, and integrations.
• Investigate issues, gather examples, and reproduce bugs with steps to reproduce.
• Provide clear escalation notes and follow-up until resolution.
• Guide customers through platform setup and everyday workflows with clear explanations.
• Maintain accurate case notes and communicate next steps to customers.

Skills

Technical support

Customer service

Written communication

Data validation

Case management

Tools

CRM tools

CSV imports

SaaS platforms

Job description

Blackleaf Marketing, LLC. is seeking a Technical Support Specialist to resolve software issues and guide customers through everyday workflows. You will work with product and engineering teams to turn feedback into better experiences.

You will manage incoming requests, troubleshoot access, campaigns, and integrations, and document issues with clear steps to reproduce. Strong communication and multi-case management are essential.