Technical Support Specialist

Jobtailor

Atlanta (GA)

On-site

USD 70,000 - 90,000

Full time

4 days ago

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Job summary

Jobtailor is seeking a technically skilled support engineer based in Atlanta to own the daily support queue and resolve complex integration issues for dental office and DSO customers. You’ll collaborate with Engineering to build tooling, diagnose sync failures, and translate technical problems into clear language for Sales and Customer Success.

The role requires 2–5 years in B2B SaaS support, experience with integrations and APIs, and familiarity with payments infrastructure.

Qualifications

2–5 years of experience supporting technical B2B SaaS products.
Direct exposure to integrations, APIs, or data sync troubleshooting.
Comfortable serving as the primary point of contact across email, chat, and phone.
Comfort working at the integration and data layer.
Ability to read sync logs.
Basic scripting to resolve known issues.
Experience with support platforms such as Pylon, Zendesk, or similar.
Track record of improving support operations.
Strong written and verbal communication skills.
High degree of autonomy and ownership.
Familiarity with payments infrastructure and financial/accounting terminology is a plus.
Based in Atlanta with periodic travel to Santa Barbara.

Responsibilities

Own the daily support queue and handle incoming tickets end to end.
Correspond with dental office and DSO customers via email, chat, and phone.
Triage, prioritize, and resolve billing, payment, and integration issues.
Diagnose root causes of integration sync failures across practice management and payment partners.
Work with engineering to build internal tooling and processes that reduce recurring integration issues.
Serve as the go-to technical resource for Sales and Customer Success.
Translate technical and integration issues into plain language.
Partner with Customer Success and Sales throughout the customer lifecycle.
Assist with technical setup of integrations and payments for new accounts.
Troubleshoot setup issues and elevate when needed.
Use AI tools including Claude Code to accelerate diagnosis, automate repetitive workflows, and draft engineering tickets.
Contribute to AI-enabled support practices.
Meet support metrics including response time, resolution time, CSAT, escalation accuracy, and queue health.

Skills

Integration

APIs

Data Sync Troubleshooting

Basic Scripting

Reading Sync Logs

Strong Written Communication

Strong Verbal Communication

Ownership

Autonomy

Tools

Pylon

Zendesk

Claude Code

Job description

Own the daily support queue and handle incoming tickets end to end
Correspond with dental office and DSO customers via email, chat, and phone
Triage, prioritize, and resolve billing, payment, and integration issues
Diagnose root causes of integration sync failures across practice management and payment partners
Work with engineering to build internal tooling and processes that reduce recurring integration issues
Serve as the go-to technical resource for Sales and Customer Success
Translate technical and integration issues into plain language
Partner with Customer Success and Sales throughout the customer lifecycle
Assist with technical setup of integrations and payments for new accounts
Troubleshoot setup issues and elevate when needed
Use AI tools including Claude Code to accelerate diagnosis, automate repetitive workflows, and draft engineering tickets
Contribute to AI-enabled support practices
Meet support metrics including response time, resolution time, CSAT, escalation accuracy, and queue health

Requirements

2–5 years of experience supporting technical B2B SaaS products
Daily ownership of a support queue
Direct exposure to integrations, APIs, or data sync troubleshooting
Comfortable serving as the primary point of contact across email, chat, and phone
Comfort working at the integration and data layer
Ability to read sync logs
Basic scripting to resolve known issues
Experience with support platforms such as Pylon, Zendesk, or similar
Track record of improving support operations
Strong written and verbal communication skills
High degree of autonomy and ownership
Familiarity with payments infrastructure and financial/accounting terminology is a plus
Based in Atlanta with periodic travel to Santa Barbara

Core Competencies

Demonstrates expertise in technical support for B2B SaaS products, with a focus on integration troubleshooting, customer communication, and operational improvement. Proficient in using support platforms and AI tools to enhance service delivery and efficiency.

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