Technical Customer Support Specialist

Prokeep, LLC.; United States; Remote; USD 65,000 - 80,000; Full time

Job summary

Prokeep, LLC. is seeking a Tier 2 Technical Customer Support Specialist to join our dynamic team. In this role, you will be instrumental in helping customers navigate our SaaS product and ensure their technical needs are met efficiently. If you possess strong troubleshooting skills and a commitment to exceptional customer service, we encourage you to apply. Enjoy competitive compensation, equity, and flexible working arrangements in a supportive work culture that fosters growth.

Benefits

Competitive Compensation

Equity Package

Comprehensive Benefits

Flexible PTO

Remote & Hybrid Work

Yearly education stipend

Qualifications

• 2+ years of technical customer support experience in a SaaS environment.
• Strong understanding of API-based integrations.
• Ability to communicate technical information to non-technical users.

Responsibilities

• Provide expert troubleshooting and guidance on technical issues across multiple channels.
• Deliver a world-class customer experience by empathizing with customers and resolving issues.
• Document customer interactions and contribute to Prokeep's knowledge base.

Skills

Troubleshooting

Communication

Analytical Thinking

Customer Service

Education

Bachelor's degree or equivalent experience preferred

Tools

HubSpot

Zendesk

Microsoft technologies (Active Directory, Azure, Exchange)

Job description

About Us

Prokeep is a cutting-edge distributor revenue and relationship engine on a mission to empower distributors to win.

Trusted by over 1,000 distributors and 40,000 users, Prokeep makes it easy for over 3 million contractors, technicians, plumbers, electricians, mechanics, and other skilled professionals to order parts, troubleshoot issues, and generally, get what they need and get on with their day.

We serve the $100+ billion distributor market, enabling them to build stronger relationships, drive demand, and positively impact the communities they serve. By enhancing customer experiences and streamlining communication, we’re not just solving problems—we’re transforming industries and building stronger connections across the supply chain.

Having recently secured a $25M Series A investment, we’re poised for rapid growth and innovation. If you're passionate about tackling complex challenges in a collaborative, fast-paced environment while contributing to an often-overlooked yet vital sector of the economy, we’d love to have you on board.

Let’s shape the future together—one connection at a time!

Prokeep Values

Build Together. – Collaboration, camaraderie, and customer focus are core to how we collectively work and win.

Own It. – Persistence and personal growth drive the results - and the rewards! - that we can all enjoy.

Be Humble. Be Human. – Respect and authenticity allow us to build meaningful and lasting relationships.

Have Fun! – Positivity, perseverance, and a bit of laughter all allow us to make an impact while enjoying the rollercoaster!

Your Mission

As a Tier 2 Technical Customer Support Specialist, you will serve as a critical escalation point for complex technical issues, driving product stability and customer satisfaction. Reporting to the Director of Customer Success Delivery, this role will focus on providing technical support for our SaaS product to external customers and working with our Technical Account Manager to support projects such as CRM/ERP integrations, SSO, and technical escalations. The ideal candidate will have a strong background in customer support, exceptional problem-solving skills, and the ability to effectively communicate technical information to both technical and non-technical users.

Key Responsibilities

• Provide expert troubleshooting and guidance to customers on technical issues across multiple channels (email, phone, remote desktop, and chat).

• Deliver a world-class customer experience by actively listening to concerns, empathizing with customers, and resolving issues in a timely and effective manner.

• Configure, troubleshoot, and resolve customer inquiries and technical issues related to software functionality, configurations, Single-Sign-On (SSO), and ERP/CRM integrations.

• For complex issues, escalate to Engineering and Product teams or other relevant stakeholders, ensuring a smooth handoff and swift resolution for the customer.

• Accurately document all customer interactions and technical issues in HubSpot, and track trends to help identify opportunities for process and product improvements.

• Contribute to the continuous growth of Prokeep’s knowledge base by creating and updating helpful resources based on customer interactions.

• Stay ahead of new features and product updates. Educate customers on best practices and help them leverage Prokeep to optimize their workflows and business processes.

• Availability for occasional after-hours coverage, including evenings or weekends.

Qualifications

• 2+ years of technical customer support experience in a SaaS environment identifying, troubleshooting, escalating, and resolving technical software issues.

• Knowledge of Microsoft technologies, including Active Directory, Azure, and Exchange.

• A strong understanding of concepts such as vLookups/xLookups, writing formulas in Excel, relational databases, and REST APIs.

• Deep understanding of API-based integrations and practical experience setting them up.

• Comfort with reading system logs in tools like PaperTrail or CloudWatch.

• Experience with ticket management tools such as HubSpot or Zendesk.

• Strong communication skills, both written and verbal, with the ability to translate complex topics into customer-friendly explanations.

• Highly analytical and resourceful problem-solver who thrives in a collaborative, fast-paced environment.

• Customer-first mindset with a commitment to delivering high-value support experiences.

• Self-motivated with a strong sense of ownership, urgency, and execution.

Preferred Experience

• Experience working with telephony systems and understanding of VoIP architecture.

• Familiarity with carrier line provisioning processes and TCPA compliance considerations.

If you are passionate about technology, enjoy working with customers, and thrive in a dynamic and challenging environment, we encourage you to apply for this exciting opportunity to join our team as a Technical Support Specialist at Prokeep.

Why Prokeep?

At Prokeep, we offer a dynamic, passionate, and collaborative work environment where innovation thrives. Here’s what you can expect:

• Competitive Compensation: $65K-$80K Reflecting your expertise and impact.

• Equity Package: Your success is our success—share in the growth you’ll help create.

• Comprehensive Benefits: Health, dental, vision, life, short & long-term disability, 401(k), and employee assistance program (EAP).

• Flexible PTO: Recharge and refocus with the flexibility to manage your time with no preset limits.

• Remote & Hybrid Work: Work from home from any US location outside of CA, or hybrid from one of our offices in New Orleans or Atlanta

Continuous Growth: Yearly education stipend to support your professional development.