Senior Technical Support Specialist - Remote (UK)

Logoslabs; San Francisco (CA); Remote; USD 80,000 - 107,000; Full time

Job summary

Olo is a leading restaurant technology provider seeking a Sr. Customer Support Specialist. You will own complex tickets end-to-end, mentor teammates, and collaborate with Product and Engineering to resolve issues and improve support processes.

This fully remote role requires strong diagnostic skills and experience with Zendesk/JIRA, with the ability to work across shifts to meet CSAT and SLA goals. You will help protect customer relationships and drive operational excellence.

Qualifications

• Minimum 2+ years of experience owning complex customer problems end-to-end.
• Proficient with diagnostic and troubleshooting tools to read error messages and investigate issues.
• Working knowledge of customer support ticketing systems like Zendesk/JIRA.
• Experience contributing to internal knowledge bases and documentation.
• Strong written and verbal communication, including translating technical concepts for non-technical audiences.

Responsibilities

• Independently diagnose increasingly technical issues and resolve them efficiently.
• Respond to customer inquiries via phone and written tickets while meeting KPIs (CSAT, SLAs).
• Escalate tickets to technical resources to ensure effective resolution.
• Recognize recurring patterns and advocate for CX Operations improvements.
• Participate in root cause analyses and retro reviews.
• Maintain ticket hygiene and support operations quality.
• Collaborate across the Support team to resolve escalated queues.
• Share knowledge to improve support capabilities and documentation.

Skills

Troubleshooting

Analytical thinking

Cross-functional collaboration

Written communication

Verbal communication

Mentoring

Tools

Zendesk

JIRA

Postman

Sumo Logic

Job description

Olo is a leading restaurant technology provider seeking a Sr. Customer Support Specialist. You will own complex tickets end-to-end, mentor teammates, and collaborate with Product and Engineering to resolve issues and improve support processes.

This fully remote role requires strong diagnostic skills and experience with Zendesk/JIRA, with the ability to work across shifts to meet CSAT and SLA goals. You will help protect customer relationships and drive operational excellence.