Technical Customer Support Specialist

Zoo; Los Angeles (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Zoo in Los Angeles is seeking a Technical Customer Support Specialist to assist users with Zoo Design Studio and Zookeeper. You will be the first point of contact for customer queries, addressing technical issues and helping to improve user experience.

The ideal candidate will have over 2 years of experience in customer support, with a strong focus on communication and problem-solving. You will also help create documentation and tutorials, shaping the customer experience positively.

Qualifications

• 2+ years of experience in customer support or a similar customer-facing role.
• Experience supporting SaaS or engineering software is preferred.
• Exceptional written and verbal communication skills are required.

Responsibilities

• Serve as the primary point of contact for customer questions.
• Troubleshoot technical issues related to Zoo Design Studio.
• Create and maintain support documentation and FAQs.
• Gather reproduction steps for reported bugs.

Skills

Customer support experience

Technical support

Communication skills

Problem-solving skills

Attention to detail

Job description

About You

We’re looking for curious, innovative, and ambitious self-starters to join our growing team to help us bring our mission to life. We think you’ll thrive on our team if you’re:

• Curious at your core, with an eagerness to learn and do things differently
• Customer‑focused, always thinking about ways to improve the user experience
• Able to operate autonomously and work asynchronously, while also being an effective team player

About The Role

We're looking for a Technical Customer Support Specialist to help our users succeed with Zoo Design Studio and Zookeeper. You'll be the first point of contact for customers, helping them troubleshoot issues, answer product questions, and guide them through best practices. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working closely with both customers and product teams. You'll play a critical role in shaping the customer experience while helping improve our products through direct user feedback.

What You’ll Do

• Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets
• Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI‑assisted Zookeeper features
• Investigate customer‑reported bugs, gather reproduction steps, and partner with engineering to resolve issues
• Escalate complex technical issues while maintaining clear communication with customers
• Create and maintain support documentation, FAQs, tutorials, and knowledge base articles
• Identify common customer pain points and proactively recommend product improvements
• Assist customers with onboarding, account management, subscriptions, and licensing questions
• Monitor support metrics and help improve response times and customer satisfaction
• Act as the voice of the customer by providing structured feedback to Product and Engineering teams

What You’ll Need

• 2+ years of experience in customer support, technical support, customer success, or a similar customer‑facing role
• Experience supporting SaaS, developer tools, engineering software, or CAD products
• Exceptional written and verbal communication skills
• Strong problem‑solving skills and attention to detail
• Ability to explain technical concepts in a clear and approachable way
• Comfortable learning new software and troubleshooting technical issues independently
• Highly organized with the ability to manage multiple customer conversations simultaneously
• Empathy for users and a passion for delivering excellent customer experiences

Nice to Have

• Familiarity with mechanical design, manufacturing, 3D modeling, or engineering workflows
• Experience creating technical documentation, tutorials, or help center content
• Exposure to AI‑powered products or technical software applications