Senior Technical Support Specialist - Remote, Growth

EnrollHere, Inc.; Pinehurst, Northern (NC, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical plans

Dental plans

Vision plans

Wellness benefits

Ancillary coverage

Retirement plan

PTO & Remote work

Growth stipends

Job summary

EnrollHere, Inc. is seeking a Technical Support Specialist to own frontline support quality and mentor teammates in a fully remote setting. You will act as the primary escalation point for Tier 2–3 issues, respond quickly via Intercom, and drive improvements to workflows and self-service resources.

You will collaborate with Product, Engineering, and Operations to optimize support processes, document bugs, and ensure accurate, patient communication with customers while maintaining SLA standards.

Qualifications

• 2–4 years in technical or customer support.
• Hands-on Intercom experience required.
• Experience with ticket-based systems (Intercom, Zendesk, Freshdesk, Jira).
• Strong written communication and a calm, customer-first mindset.
• Ability to manage multiple priorities in a remote environment.

Responsibilities

• Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows and configurations.
• Respond to inquiries via Intercom with speed, clarity, and empathy.
• Ensure SLA adherence and consistent response quality across active conversations.
• Identify patterns in support issues and proactively recommend solutions.
• Act as day-to-day lead for the support function and set quality standards.
• Review tickets for accuracy and technical correctness; assist with onboarding.
• Contribute to and refine support macros, workflows, and automations in Intercom.
• Diagnose browser-based issues using developer tools and logs; document bugs for Engineering.
• Partner with Product and QA to validate fixes and communicate resolutions to users.
• Own and improve internal documentation using Notion and Intercom Articles.
• Scale support operations by improving workflows, tagging, reporting, and escalation paths.

Skills

Intercom expertise

Ticketing experience

Browser debugging

Documentation

Customer-first mindset

Remote collaboration

Tools

Intercom

Zendesk

Freshdesk

Jira Service Management

Notion

Job description

EnrollHere, Inc. is seeking a Technical Support Specialist to own frontline support quality and mentor teammates in a fully remote setting. You will act as the primary escalation point for Tier 2–3 issues, respond quickly via Intercom, and drive improvements to workflows and self-service resources.

You will collaborate with Product, Engineering, and Operations to optimize support processes, document bugs, and ensure accurate, patient communication with customers while maintaining SLA standards.