Senior Technical Specialist

FormAssembly Inc.; Northern (KY); Hybrid; USD 62,000 - 65,000; Full time

Benefits offered by this job

Health benefits (US)

401(k) with company match

Unlimited PTO

Company-provided Mac laptop

Job summary

FormAssembly Inc. is a fully remote, US-based company specializing in data collection platforms for organizations across sectors.

We seek a Senior Technical Support Specialist to handle the technically demanding end of the customer queue, especially issues that require digging beyond articles and complex debugging. You will read browser console errors, inspect form configurations, and reproduce issues before escalation, while mentoring teammates and improving internal docs.

Qualifications

• 2+ years in a technical, customer-facing support role.
• Strong written communication, warm and accurate.
• Experience diagnosing issues in a web-based SaaS product.
• Salesforce experience as power user or administrator.

Responsibilities

• Resolve customer issues via email and chat, focusing on complex cases.
• Diagnose problems across web forms, styling, and integrations rather than symptoms.
• Troubleshoot Salesforce integration issues: field mappings, errors, object relationships, connector configuration.
• Reproduce issues with clear scope before escalating to Tier 2 or Engineering.
• Monitor queues and Slack for trends and release-related issues; flag patterns early.
• Mentor teammates and contribute to internal documentation and guides.
• Contribute to weekly case reviews to raise case quality.

Skills

HTML

CSS

JavaScript

Browser console

Salesforce

Ticketing systems

Tools

Postman

Job description

FormAssembly is a data collection platform that helps organizations collect, use, and be good stewards of the personal data entrusted to them. Higher Ed institutions, nonprofits, healthcare systems, FinServ companies, and government agencies use FormAssembly to build secure web forms, automate workflows, and connect data directly into the systems they already run on — Salesforce chief among them.

That means the problems arriving in Support are rarely simple. A form that will not submit might be a styling conflict, a conditional logic error, a Salesforce field mapping problem, or an authentication failure three layers down. Figuring out which is the job.

About the role

As a Senior Technical Support Specialist, you handle the technically demanding end of the customer queue and help the people around you get better at doing the same.

You will spend most of your time solving customer problems over email and chat — the tricky ones, where the answer is not in an article, and the cause is not obvious. You will read browser console errors, inspect form configurations, trace Salesforce integration failures, and reproduce issues before you escalat

The rest of your time goes to raising the team's ceiling: mentoring newer Specialists, contributing to documentation and troubleshooting guides, watching the queues for trends worth flagging, and helping new hires get oriented.

This is a senior individual contributor role. You will not manage anyone. You will influence a lot.

What you'll do

• 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

How you'll spend your time

• 70% in the queue, resolving customer cases against team goals
• 20% on team development — mentoring, continuing education, training new hires, and documentation
• 10% in meetings — team, department, and a standing 1:1 with your manager

About you

• You like puzzles and were born to troubleshoot. A problem nobody has seen before is the good part of your day, not the bad part.
• You are genuinely kind to customYers who are frustrated, confused, or under deadline pressure.
• You translate complex technical detail into plain language without talking down to anyone.
• You write clearly. Most of your work will be read, not spoken.
• You are comfortable saying "I do not know yet, here is how I will find out."
• You enjoy helping teammates get better, and you are patient with people who are earlier in their learning than you are.
• You work well independently and know when to pull someone in rather than spinning.
• You notice patterns. When the same issue arrives for the third time, you want to fix the cause, not just the case.

• 2+ years in a technical, customer-facing support role, with demonstrated experience troubleshooting beyond documented procedures
• 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

Technical skills — required

• HTML — reading and interpreting form structure, embedded forms, iFrame publishing
• CSS — diagnosing styling conflicts and selector specificity issues
• JavaScript — reading errors and understanding form logic and dynamic behavior; you do not need to write applications from scratch
• Browser developer console — independent error diagnosis and DOM inspection
• Salesforce — field mappings, error interpretation, object relationships, connector configuration
• Ticketing systems — clear bug reports with reproduction steps and severity assessment

Nice to have

• Salesforce Administrator certification
• REST API literacy, or experience with Postman or similar tools
• Familiarity with DNS, SSL, or email deliverability troubleshooting
• Experience supporting customers in regulated industries — healthcare, Higher Ed, government, or FinServ
• Chat support experience alongside email

Salary range: $62,000 - $65,000
Must be in the United States

FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more about it here. Some of our benefits include:

• Health benefits (health, dental, vision) for Team Members based in the United States
• Mental Health benefits with SpringHealth
• 401(k) with 4% company match
• Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
• 9 paid company holidays
• Flexible work schedule; work from anywhere!
• Generous Paid parental leave (up to 16 weeks)
• Charitable contribution match
• Budget for professional development
• Company provided Mac laptop

You’ll be joining a talented and fun team, working together to build something great!