Senior Technical Support Specialist — Remote SaaS Debugger

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 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.