Technical Support Specialist

Strata Company; Plymouth Meeting (PA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Mentorship and training

Flexible career paths

Job summary

A dynamic marketing solutions provider in Plymouth Meeting is seeking a Technical Support Specialist to provide specialized support for their marketing automation platform. The role involves troubleshooting issues, collaborating with various teams, and maintaining support documentation. A bachelor’s degree in a technical field and strong communication skills are required. This position offers clear career paths into technical support, customer success, or engineering roles, fostering growth in a supportive environment.

Qualifications

• Strong verbal and written communication skills, especially for non-technical users.
• Familiarity with web technologies preferred.
• Experience with CRMs or ticketing systems is a plus.
• Strong verbal and written communication, able to explain tech to non-technical users.
• Organized, detail-oriented, able to handle multiple priorities.
• Experience with CRMs or ticketing systems is a plus.

Responsibilities

• Triage incoming requests based on urgency and scope.
• Troubleshoot integration and platform usage issues.
• Collaborate cross-functionally for product improvements.
• Assist in product demonstrations and platform walkthroughs when technical knowledge is required.
• Represent the voice of the customer in internal meetings and product planning sessions.
• Assist with onboarding and technical setup for new customers.

Skills

Communication skills

Technical problem-solving

Organizational skills

Collaboration

Attention to detail

Learning aptitude

Webhooks

Tracking pixels

Event-based analytics

Education

Bachelor’s degree in a technical or related field

Tools

Google Analytics

Google Tag Manager

HubSpot

Salesforce

Klaviyo

Job description

Strata delivers intelligent marketing and communication solutions that help leading brands simplify operations, personalize outreach, and scale with confidence. From print and asset management to data-driven direct mail, our solutions and in-house production capabilities make every campaign smarter, faster, and more effective.

We’re proud to be a collaborative, Great Place to Work®–certified team built on respect, trust, and support. If you’re a proactive problem-solver who thrives in a fast-paced, purpose-driven environment, we’d love to hear from you.

About the Role

Strata Company is seeking a Technical Support Specialist to bridge the gap between our customers, Customer Success Managers, and the Product team. In this role, you’ll provide specialized support for our marketing automation platform and play a vital role in ensuring both internal and external users can confidently leverage its technical capabilities.

You’ll collaborate closely with Sales, Engineering, Product, and Customer Service to troubleshoot issues, support platform adoption, and improve the customer experience. This is an excellent opportunity for someone with a solid understanding of modern marketing technology and a passion for helping users succeed.

Key Responsibilities

• Triage incoming requests by assessing urgency, impact, and scope to ensure issues are routed to the appropriate resources and resolved efficiently.
• Respond promptly and accurately to internal and external technical inquiries.
• Troubleshoot issues related to integrations, campaign tracking, and platform usage.
• Assist in product demonstrations and platform walkthroughs when technical knowledge is required.

Product Expertise

• Develop a working knowledge of our platform and how it integrates with key martech tools such as Google Analytics, Google Tag Manager, HubSpot, Salesforce, and Klaviyo.
• Understand foundational concepts such as APIs, webhooks, tracking pixels, and event-based analytics.

Documentation & Process Support

• Help maintain and update support documentation and internal knowledge bases.
• Collaborate with Product and Engineering to ensure technical accuracy in documentation and training materials.
• Deliver high-quality service by explaining technical solutions in simple, customer-friendly language.
• Escalate complex issues to the appropriate team while maintaining ownership and communication with stakeholders.

Internal Collaboration

• Work cross-functionally with Product, Engineering, and Customer Service Managers to surface bugs, provide feedback, and identify product improvement opportunities.
• Represent the voice of the customer within internal meetings and product planning sessions.
• Assist with onboarding and technical setup for new customers.
• Provide early-stage training and troubleshoot post-launch technical questions.

Qualifications & Skills

• Bachelor’s degree in a technical or related field, or equivalent practical experience.
• Working knowledge of tools such as Google Analytics, Google Tag Manager, HubSpot, Salesforce, and Klaviyo.
• Familiarity with web technologies (webhooks, APIs, tracking pixels, etc.) is strongly preferred.
• Strong verbal and written communication skills, especially when translating technical concepts for non-technical users.
• Organized, detail-oriented, and comfortable juggling multiple priorities.
• Collaborative and proactive approach to problem-solving.
• Experience with CRMs or ticketing systems is a plus.
• Appetite for learning and moving at a fast pace

Career Paths

After 6 to 12 months in the role, you may be eligible to transition into one of the following paths:

• Technical Support Path – Advance into Senior Technical Support roles, deepening your technical expertise and influence.
• Customer Success Path – Shift into relationship-focused support with potential for team leadership or strategic account roles.
• Engineering Path – Move toward joining the Product Engineering team as an entry-level developer with product-specific experience.

These paths are flexible and designed to support your career ambitions. We offer mentorship and training along the way to help you succeed.