Senior Technical Support Specialist – Triage & Escalations

ECP; Las Vegas (NV); On-site; USD 65,000 - 90,000; Full time

Job summary

ECP is a market-leading SaaS provider for senior living communities. We are seeking a Customer Support Specialist III to act as the final escalation and primary technical triage resource, reproducing complex issues, validating bugs, and ensuring well-documented tickets for downstream teams.

You will work across Support, Engineering, Product, and QA to improve issue quality, enable Levels 1 and 2 with knowledge sharing, and participate in testing prior to product launches.

Qualifications

• 3+ years customer service experience.
• 1+ years escalated technical support experience.
• Strong understanding of billing/financial terminology and processes preferred.
• Software experience with JIRA, ServiceDesk and UAT recommended.
• Excellent verbal and written communication; ability to document steps clearly.

Responsibilities

• Serve as final escalation point for complex issues prior to engineering involvement.
• Reproduce issues in staging; gather logs, steps to reproduce, and environment details.
• Assist with QA, regression testing, and pre-launch validation.
• Maintain detailed ticket documentation in HubSpot and internal systems.

Skills

Customer service

Technical support

Billing terminology

Excellent communication

Education

Bachelor's degree

Associate's degree

Tools

JIRA

ServiceDesk

UAT

Job description

ECP is a market-leading SaaS provider for senior living communities. We are seeking a Customer Support Specialist III to act as the final escalation and primary technical triage resource, reproducing complex issues, validating bugs, and ensuring well-documented tickets for downstream teams.

You will work across Support, Engineering, Product, and QA to improve issue quality, enable Levels 1 and 2 with knowledge sharing, and participate in testing prior to product launches.