Senior Technical Specialist

FormAssembly; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

FormAssembly is seeking a Senior Technical Support Specialist in the United States. You will tackle the technically demanding customer queue, diagnose issues across web forms and Salesforce integrations, and reproduce problems to inform escalation.

You will also mentor teammates and contribute to knowledge bases to raise team capability. You will spend most time on email and chat, translating complex technical concepts into clear guidance for customers, while helping colleagues improve

Qualifications

• Demonstrated ability to troubleshoot complex web form issues and integrations.
• Strong written communication for customer-facing support.
• Ability to translate technical details into clear guidance for customers.

Responsibilities

• Resolve customer issues via email and chat, focusing on technically complex cases.
• Diagnose problems across web forms, conditional logic, styling, and integrations.
• Troubleshoot Salesforce integration issues including field mappings and connector configuration.
• Reproduce issues and scope them clearly before escalation to Tier 2 or Engineering.
• Mentor teammates and contribute to internal documentation and guides.

Skills

Problem solving

Customer empathy

Technical troubleshooting

Communication

Tools

Salesforce

FormAssembly

Browser debugging

Job description

About the role

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.

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

When something does need to go to Tier 2 or Engineering, you scope it well enough that nobody has to start over.

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.