Senior Technical Support Agent

Jobtailor

California (MO)

On-site

USD 70,000 - 95,000

Full time

2 days ago

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Job summary

Jobtailor is seeking an experienced Support Specialist to handle technical customer inquiries across phone, email, and chat in a fast-paced B2B SaaS environment. You will resolve complex issues, document findings, and mentor junior teammates while partnering with Product, Engineering, and CS teams.

The role emphasizes empathy, structured problem solving, and proactive communication, with opportunities to improve workflows and contributed knowledge bases.

Qualifications

3+ years of technical customer support experience in B2B SaaS or similar complex product environments.
Ability to explain technical issues clearly to customers and internal teams.
Strong documentation habits and clear internal notes.

Responsibilities

Handle moderately complex product questions, configurations, integrations, and edge cases using account context and product knowledge.
Own escalated issues through structured investigation with ticket history, logs, and evidence.
Communicate complex issues clearly to customers, teammates, and internal partners.
De-escalate frustrated customers with empathy and clear next steps.
Mentor L1 teammates and improve support workflows and escalation quality.

Skills

Technical support

Troubleshooting

Documentation

Zendesk

Multilingual

Collaboration

Tools

Zendesk

Monitoring tools

PMS workflows

AI tools

Job description

Handle moderately complex product questions, configurations, integrations, and edge cases using account context and product knowledge
Own escalated issues through structured investigation using ticket history, documentation, internal tools, logs/data, and evidence
Communicate complex or sensitive issues clearly and reassuringly to customers, L1 teammates, and internal partners
De-escalate frustrated customers with empathy, ownership, and clear next steps
Manage complex, on-hold, engineering-dependent, or cross-functional tickets with clean notes, proactive follow-up, and clear ownership
Identify and address gaps in documentation, macros, workflows, tooling, escalation paths, or product behavior
Manage small work streams such as documentation updates, escalation improvements, or issue-pattern tracking
Use approved AI tools responsibly to improve speed, quality, consistency, and customer effort
Demonstrate integrity, reliability, adaptability, collaboration, and ownership
Act as a bridge between frontline Support, Support leadership, Product, Engineering, Customer Success, and Ops
Mentor L1 teammates and improve support workflows, documentation, macros, and escalation quality

Requirements

3+ years experience supporting customers by phone, in addition to email and chat
Proven experience in technical customer support, ideally in B2B SaaS, hospitality technology, or another complex product environment
Ability to communicate complex technical or workflow issues clearly to customers, teammates, and internal partners, including sensitive customer de-escalation
Strong troubleshooting and critical-thinking skills, including ability to separate symptoms from root cause
Strong documentation habits and ability to create clear internal notes, escalation summaries, and knowledge updates
Experience creating internal documentation, macros, playbooks, or escalation templates
Ability to manage competing priorities, follow up proactively, maintain ownership of complex work, and coordinate small work streams with clear owners and next steps
Collaborative mindset with a willingness to mentor peers and raise the technical bar of the frontline team
Multilingual communication skills or experience supporting customers in multiple languages is a strong plus
Experience with Zendesk, monitoring/logging tools, PMS/integration workflows, or hospitality systems (preferred)
Experience partnering with Product, Engineering, CS, Ops, or Support leadership (preferred)
Familiarity with AI-enabled support workflows or responsible AI/tool usage (preferred)

Core Competencies

Demonstrates strong technical customer support skills with a focus on troubleshooting, documentation, and effective communication. Capable of managing complex issues and collaborating across teams while mentoring peers and improving support workflows.

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