Technical Support Specialist

ZipRecruiter; Indianapolis (IN); Remote; USD 50,000 - 90,000; Full time

Job summary

Join a dynamic team revolutionizing product-led growth! As a Technical Support Specialist, you'll empower users by resolving technical challenges and enhancing their onboarding experiences. Your expertise in web technologies like HTML, CSS, and JavaScript will be vital in delivering exceptional customer support. This role offers a chance to make a significant impact in a collaborative environment, where your contributions help shape the future of user engagement. If you're passionate about technology and customer success, this opportunity is perfect for you!

Benefits

Competitive salary

Paid Time Off

Health and wellness benefits

Professional development opportunities

Inclusive work environment

Qualifications

• 3+ years in a technical support or customer-facing technical role.
• Strong understanding of web technologies and debugging.

Responsibilities

• Provide high-quality support via email, chat, and video calls.
• Troubleshoot technical issues related to Userflow's builder.

Skills

HTML

CSS

JavaScript

APIs

Customer Support

UX Design

Problem Solving

Tools

Segment

HubSpot

Mixpanel

Intercom

Zendesk

Salesforce

Job description

Job Description Beamer + Userflow: Building the All-in-One Toolkit for Product Success

Welcome to Beamer and Userflow, two innovative teams united by a shared mission: to empower product-led growth (PLG) companies. We're on the lookout for talented individuals who are passionate about transforming the way product teams work and thrive. If you're driven by creating exceptional software and equipping teams with powerful, no-code tools, then you're in the right place. Join us in our journey to revolutionize user engagement and product growth.

About Us

Beamer is on a mission to empower product leaders and marketers to build products their customers truly value! We help businesses communicate more effectively with their customers and as a result, we are the most loved platform by product marketing teams across the globe! We recently acquired Userflow to make a foray into the Product Onboarding space.

We're profitable, in growth mode, and backed by investors that have experienced tremendous success in the SaaS space (Dropbox, Solarwinds, Datadog, and more!). We are early-stage, in growth mode, and there's a greenfield of impact to be made! If you have an eye for strategy and you're excited to roll up your sleeves and build something meaningful from the ground up, Beamer is THE place for you!

About the Role

We are seeking a Technical Support Specialist to join our growing team. In this role, you will serve as the first line of defense for customer technical questions and issues. You will troubleshoot and resolve challenges related to Userflow's builder, integrations, and web technologies, while helping customers create beautiful, effective in-app experiences.

This is a highly visible role with a direct impact on customer satisfaction and retention. If you are passionate about web technologies, solving problems, and helping users build intuitive experiences, we want to hear from you.

What You'll Do

1. Provide high-quality support to customers through email, chat, and video calls.
2. Troubleshoot technical issues related to the Userflow builder, customer environments, and integrations (e.g., Segment, HubSpot, Mixpanel).
3. Assist customers in debugging issues involving HTML, CSS, JavaScript, browser behaviors, and custom event tracking.
4. Provide guidance on how to design more effective onboarding and in-app experiences using Userflow's features.
5. Communicate technical concepts clearly and empathetically to both technical and non-technical audiences.
6. Create and maintain internal documentation and customer-facing help resources.
7. Act as a customer advocate by identifying and escalating product trends, bugs, and enhancement opportunities.
8. Collaborate with Customer Experience, Engineering, and Product teams to improve the product and support processes.
9. Take full ownership of assigned support cases, ensuring timely and accurate resolution.

What We Are Looking For

1. 3+ years in a technical support, solutions engineering, or customer-facing technical role, preferably within a B2B SaaS environment.
2. Strong understanding of web technologies: HTML, CSS, JavaScript, browser dev tools.
3. Basic knowledge of APIs, authentication (e.g., SSO/SAML), and integrations with platforms like Segment, HubSpot, and Mixpanel.
4. Good eye for UX design and user flows; ability to provide actionable suggestions for creating better onboarding experiences.
5. Excellent written and verbal communication skills; able to translate complex technical issues into simple explanations.
6. A customer-first, empathetic mindset, combined with a proactive, ownership-driven attitude.
7. Familiarity with UX/UI design principles and best practices for onboarding and user guidance.
8. Hands-on experience with front-end development (building or debugging HTML/CSS/JS projects).
9. Highly organized and able to manage multiple conversations and tasks efficiently in a remote environment.

Nice to Haves

1. Experience supporting or working with analytics platforms (e.g., Mixpanel) and event-based tracking concepts.
2. Experience using tools like Intercom, Zendesk, HubSpot CRM, or Salesforce.
3. Prior contributions to customer knowledge bases, documentation, or support content.
4. Experience at a product-led growth (PLG) SaaS company.

What You'll Get

1. Competitive salary
2. Paid Time Off (Vacation, Sick & Public Holidays)
3. Comprehensive health and wellness benefits
4. Professional development opportunities
5. Collaborative and inclusive work environment

Equal Opportunity Statement

Beamer is committed to being an equal opportunity employer. We do not discriminate based upon race, religion, gender, sexual orientation, gender identity, expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Beamer is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

Why Join Us?

At Beamer and Userflow, you'll be shaping the future of product-led growth alongside a passionate team dedicated to making a real impact. Your work will directly contribute to the success of our customers, leveraging cutting-edge technology to build best-in-class solutions. Our collaborative culture fosters a fun, open, and supportive work environment where everyone's voice is heard. If you're ready to build something amazing and drive meaningful change in the PLG space, we're hiring. Come join us and be part of our exciting journey!