Technical Support Specialist

Movate; Chicago (IL); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Movate is seeking a proactive Tier 1 Technical Support Specialist to support Super File’s product launch. You will be the first contact for users, guiding onboarding, adoption, and end-user enablement either on-site at the South Jordan, UT facility or remotely from Chicago, IL.

You will diagnose routine issues, document escalations for Tier 2/Engineering, and contribute to KB articles and support workflows, while capturing user insights to influence upcoming releases.

Qualifications

• Minimum of 2 years in technical customer support, helpdesk, or customer success role (SaaS or software product support preferred).
• Excellent written and verbal communication with the ability to explain technical concepts clearly to non-technical users.

Responsibilities

• Guide new users through initial account setup, product features, and configuration to maximize early adoption and long-term success.
• Provide proactive customer education and guidance throughout the product lifecycle to empower end-users.
• Diagnose routine technical issues efficiently using standard troubleshooting steps and knowledge base articles.
• Capture structured, high-quality documentation for unresolved cases, ensuring engineering-ready detail (steps to reproduce, logs, user environment, error messages) when escalating to Tier 2/Engineering teams.
• Create, update, and refine internal and customer-facing Knowledge Base (KB) articles based on common support trends.
• Partner with product and support leaders to continuously enhance support workflows and training resources.
• Track and identify recurring customer pain points, product gaps, and feature enhancement opportunities.
• Feed user insights back to product and engineering teams to help shape future release roadmaps.

Skills

Tech support

Communication skills

Problem solving

Job description

We are seeking a proactive and detail-oriented Tier 1 Technical Support Specialist to join our team in support of Super File’s upcoming product market launch. In this role, you will be the first point of contact for users, driving customers onboard, product adoption, and end-user enablement.

You will combine technical troubleshooting with exceptional customer service to guide users through Super File’s core features, ensure seamless adoption, and deliver engineering-ready escalations when complex issues arise.

Key Responsibilities

Customer Onboarding & Adoption

Guide new users through initial account setup, product features, and configuration to maximize early adoption and long-term success.

Provide proactive customer education and guidance throughout the product lifecycle to empower end-users.

Tier 1 Technical Troubleshooting

Diagnose routine technical issues efficiently using standard troubleshooting steps and knowledge base articles.

Case Escalation & Quality Documentation

Capture structured, high-quality documentation for unresolved cases, ensuring engineering-ready detail (steps to reproduce, logs, user environment, error messages) when escalating to Tier 2/Engineering teams.

Create, update, and refine internal and customer-facing Knowledge Base (KB) articles based on common support trends.

Partner with product and support leaders to continuously enhance support workflows and training resources.

Business & Product Insights

Track and identify recurring customer pain points, product gaps, and feature enhancement opportunities.

Feed user insights back to product and engineering teams to help shape future release roadmaps.

Qualifications & Key Competencies

Experience: Minimum of 2 years in technical customer support, helpdesk, or customer success role (SaaS or software product support preferred).

Communication Skills: Excellent written and verbal communication skills with the ability to explain technical concepts clearly to non-technical users.

Problem-Solving: Structured approach to troubleshooting, issue tracking, and documentation.

Customer-Centric Mindset: Empathetic, patient, and dedicated to delivering seamless customer experience.

Work Location & Schedule

Locations: Position available either on-site at our South Jordan, Utah facility or remote at the client's HQ in Chicago, Illinois.