Senior Technical Support Specialist — Salesforce & Forms Expert

FormAssembly Inc.; United States; Remote; 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 seeking a Senior Technical Support Specialist to tackle the most technically demanding customer issues. You will primarily resolve cases via email and chat, reading browser console errors, inspecting forms, and tracing Salesforce integrations to reproduce and isolate root causes.

You will also mentor teammates, contribute to documentation, and help improve overall support quality. This role is fully remote within the United States and offers a supportive, collaborative

Qualifications

• 2+ years in a technical, customer-facing support role.
• Strong written communication — clear, warm, and technically accurate.
• Experience diagnosing issues in a web-based SaaS product.
• Salesforce experience as a power user or administrator.
• Comfortable working remotely with reliable and secure internet access.

Responsibilities

• 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

Skills

Written communication

Web SaaS troubleshooting

Salesforce experience

Remote work readiness

HTML

CSS

JavaScript

Browser console

Ticketing systems

Tools

Salesforce

Job description

FormAssembly Inc. is seeking a Senior Technical Support Specialist to tackle the most technically demanding customer issues. You will primarily resolve cases via email and chat, reading browser console errors, inspecting forms, and tracing Salesforce integrations to reproduce and isolate root causes.

You will also mentor teammates, contribute to documentation, and help improve overall support quality. This role is fully remote within the United States and offers a supportive, collaborative