Sr. Technical Support Specialist (TS3)

Saasventurecapital; West Jordan, Northern (UT, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

Medical, dental, and vision insurance

Company paid life insurance

Internet and wellness stipend

Mental health benefit

Paid parental leave

18 Paid Holidays

15 Days PTO + 2 advanced days yearly

Whistic DNA Days: Family Day, Self Day

Whistic Fridays - early wrap-up

Job summary

Whistic is seeking a Sr. Technical Support Specialist to own escalations, integrations, and product knowledge. As the most senior individual contributor on Support, you will mentor TS1/TS2, run sandbox environments, and act as a bridge to Product/Engineering.

This remote role is based in the United States and requires strong Jira and data-analysis skills. You will troubleshoot complex issues, manage the Zendesk workflow, and coordinate with internal teams to deliver fast, high-quality service.

Qualifications

• Demonstrated SME in a technical support environment.
• Strong Jira ticket management and project administration.
• Proficiency with Super Set and Splunk for log/data analysis.
• Working knowledge of SQL, Keycloak, Splunk, and SSO concepts.
• Familiarity with RFPIO, CSA, Bitsight, API integration stacks.
• Comfort with Salesforce testing and Zendesk or similar CRM tools.
• Experience mentoring and leading within a support team.

Responsibilities

• Lead escalations and complex technical investigations.
• Serve as Jira ticket expert and project administrator.
• Mentor TS1/TS2 staff and provide leadership coverage.
• Collaborate with Product/Engineering on root cause analysis.
• Engage directly with customers on calls to resolve issues.
• Maintain integration knowledge across portfolio and refine best practices.
• Coordinate with cross-functional teams and produce training materials.

Skills

Jira

SQL

Splunk

Keycloak

Zendesk

Okta SSO testing

Salesforce

REST/HTTP

JSON

Strong communication

Tools

Jira

SQL

Splunk

Keycloak

Zendesk

Postman

Salesforce

Okta SSO testing

API testing

Job description

About Whistic:

Whistic is an agentic risk operations platform that helps security and compliance teams assess, monitor, and manage third-party vendor risk. By combining automated assessments, continuous vendor monitoring, and compliance controls in one platform, Whistic replaces slow, manual risk processes with intelligent workflows, giving teams audit-ready visibility and letting them move faster.

We're a values-driven company: Extreme Ownership, Customer Focused, Driven by Results, and Do What's Right, Speak Up guide everything we do.

The Role:

The Sr. Technical Support Specialist (TS3) is the most senior individual-contributor role on the Technical Support team, serving as the subject matter expert for the Support organization across escalations, integrations, product knowledge, and Jira-based issue resolution. This person handles the most complex TS1 and TS2 escalations, owns sandbox creation and support for customers and partners, and acts as a force multiplier for the team — backing up the Support Manager, mentoring TS1 and TS2 staff, and serving as the primary technical bridge between Support and Product/Engineering. This is a remote role, based in the U.S.

What You’ll Do:

Escalation & Ticket Support

• Support TS1/TS2 with troubleshooting and ticket escalation
• Serve as Jira ticket expert and Project Admin
• • Lead root cause analysis, STR confirmation, and Dev escalation/prioritization
• Handle complex support ticket cases requiring deep technical investigation
• Be a subject matter expert on the Whistic platform for troubleshooting and technical support purposes
• Get directly on calls with customers/users to help solve issues in real time

Leadership & Coverage

• Fill in for the Support Manager/Team Lead when unavailable
• Mentor and coach TS team members
• Maintain an active voice in weekly TS huddle, team meetings, and triage / Dev calls

Tools & Integration Expertise

• Act as SME in supporting tools (SQL, Splunk, Keycloak, Zendesk, etc.)
• Maintain a strong foundation across the current integration portfolio and prioritize workload accordingly
• Investigate, test, and resolve integration portfolio issues (RFPIO, CSA, Bitsight, Jira, API, etc.)
• Refine and enhance integration best practices
• Perform general testing in Salesforce and work with APIs; comfortable at a high level with Okta SSO testing

Process Improvement

• Identify gaps in current internal processes and recommend solutions
• Help optimize the Zendesk ticket workflow and tooling for faster, higher-quality service

Cross-Functional Coordination

• Coordinate efforts with internal teams (Product, Dev, Implementation)
• Collaborate effectively with DEV, Product, Sales, and Technical Programs

Documentation

• Create and update integration training materials and Support processes in our internal and external help center

What You'll Need:

• Demonstrated expertise as a Subject Matter Expert within a technical support environment
• Strong Jira ticket management and project administration skills
• Proficiency with Super Set and Splunk for deep-dive log/data analysis
• Working knowledge of SQL, Keycloak, SignalFX, Splunk
• Solid understanding of the integration portfolio (RFPIO, CSA, Bitsight, API, Postman, REST/HTTP, JSON)
• Familiarity with SSO & SAML at a high level (Okta testing)
• Experience performing general testing in Salesforce
• Familiarity with Zendesk or other CRM/ticketing tools
• Comfortable getting on live calls with customers/users to troubleshoot and resolve issues
• Proven ability to mentor, coach, and train team members
• Strong cross-functional collaboration skills (Dev, Product, Sales, Technical Programs)
• Ability to step into a leadership/coverage role in the Support Manager's absence
• Available during expected working hours, 9:00am – 5:00pm MT, Monday through Friday
• Strong Communication – give and gather
• Deliver Results
• Developing Others
• Cross-functional collaboration driver
• Mastering Simplicity
• Growth Mindset

Benefits:

• Stock options
• Medical, dental, and vision insurance
• Company paid life insurance
• Internet and wellness stipend
• Mental health benefit
• Paid parental leave
• 18 Paid Holidays
• 15 Days PTO (All available your 1st day) + 2 additional days each year of employment!
• 3 Whistic DNA Days - Company-paid "Family Day", "Self Day", & "Community Day"
• Whistic Fridays- Work ends at 3:00 PM every Friday
• A world-class culture and employee experience!

Whistic's DEIB Commitment:

Whistic is a place where you can be you.

It’s impossible to separate what you do from who you are, and we don’t want you to. In fact, we want just the opposite. When Whisticians share the richness of their experiences, personal connections are deepened, new levels of collaboration are unleashed, and our product innovation accelerates. We become unstoppable.

Whistic is committed to growing diversity, equity, inclusion, and belonging across three key dimensions:

• Workforce Representation: Hiring and retaining a diverse team
• Fairness: Equitable rewards, recognition, and opportunities based on merit
• Inclusive Culture: Fostering an inclusive culture where differences are celebrated