Senior Tech Support Specialist: Complex SaaS & Salesforce

FormAssembly; Washington (District of Columbia); On-site; USD 62,000 - 65,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Unlimited PTO

Paid holidays

Remote work

Professional development budget

Mac laptop

Job summary

FormAssembly is seeking a Senior Technical Support Specialist to handle the technically demanding customer queue, primarily via email and chat. You will read errors, inspect configurations, and reproduce issues before escalation, while mentoring peers and improving internal docs.

In this remote role, you’ll spend time solving complex problems, tracing Salesforce integrations, and helping the team raise overall support quality. Strong communication and SaaS troubleshooting are essential.

Qualifications

• 2+ years in a technical, customer-facing support role
• Strong written communication — clear, warm, and technically accurate
• Experience diagnosing issues in a web-based SaaS product
• Salesforce experience as a power user or administrator
• Comfortable working remotely with reliable and secure internet access

Responsibilities

• Resolve customer issues over email and chat, focusing on the technically complex end of the queue
• Diagnose problems across web forms, conditional logic, styling, and integrations rather than matching symptoms to articles
• Troubleshoot Salesforce integration issues — field mappings, error messages, object relationships, connector configuration
• Reproduce issues and scope them clearly before escalating to Tier 2 or Engineering
• Monitor queues and Slack for trending problems and release-related issues, and elevate patterns early
• Answer teammates' questions in Slack and act as a go-to resource for Specialists working through hard cases
• Mentor newer team members, including through the Support Buddy program for new hires
• Write and improve internal documentation, troubleshooting guides, and process notes
• Contribute to weekly case reviews and help raise case quality across the team
• Assist with form moderation and bad-actor review
• Share customer feedback and product friction with Support leadership, Product, and Engineering

Skills

HTML

CSS

JavaScript

Browser Console

Salesforce

Ticketing Systems

Tools

Salesforce

Job description

FormAssembly is seeking a Senior Technical Support Specialist to handle the technically demanding customer queue, primarily via email and chat. You will read errors, inspect configurations, and reproduce issues before escalation, while mentoring peers and improving internal docs.

In this remote role, you’ll spend time solving complex problems, tracing Salesforce integrations, and helping the team raise overall support quality. Strong communication and SaaS troubleshooting are essential.