Technical Support Specialist

Anrok; San Francisco (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Equity upside in a startup

Office lunch and snacks

Medical, dental, vision insurance 100%

One Medical membership

Learning and development stipend

Home internet reimbursement

Wellness reimbursement

Annual team off-sites

Home office setup stipend

Job summary

Anrok is hiring a Technical Support Specialist to be on the front line of our customer experience. You will become an expert in Anrok's product and support processes, helping customers resolve technical questions daily and turning feedback into better documentation and product improvements.

You will interact with customers, collaborate with our engineering and product teams, and contribute to knowledge bases.

Qualifications

• Proven experience in a product support role, ideally in software/tech.
• Customer-centric mindset with passion for exceptional support.
• Strong communication and relationship-building skills.
• Experience working with Product and Engineering teams to improve tools and products.

Responsibilities

• Provide daily Technical and Product Support to customers.
• Collaborate with Engineering Solutions team to improve resolution rates.
• Create and improve internal and help center support docs.
• Communicate customer issues with engineering and product teams and help troubleshoot.
• Leverage AI-assisted tools to improve response quality and knowledge bases.

Skills

Technical support

Customer service

Communication

Cross-functional collaboration

Zendesk (nice-to-have)

Tools

Zendesk

Job description

Anrok is the leading tax automation platform enabling businesses to expand globally without compliance complexity.

As the digital economy has grown 6x over the last decade, software businesses have gone from not worrying about sales tax to needing to monitor exposure, calculate rates, and file returns across 20+ US states and many countries worldwide. This creates a critical bottleneck for companies that should be able to transact with customers everywhere.

Anrok eliminates this complexity by connecting with billing and payment systems to automate tax monitoring, calculations, and filing end-to-end. Our unified platform handles the ever-changing maze of tax laws at municipal, state, and federal levels—so companies can focus on growth, not compliance.

Our customers include:

• 40% of Forbes Top 50 AI companies
• 20% of Forbes Top 100 Cloud companies
• Top companies like Notion, Anthropic, and Cursor

We're making compliant digital commerce a reality for companies big and small, backed by over $100M from leading investors including Spark Capital, Sequoia, Index, and Khosla Ventures.

Anrok is hiring a Technical Support Specialist to be on the front line of our customer experience. You will become an expert in Anrok's product and support process, help customers resolve technical and product questions every day, and turn what you hear into better documentation and a better product.

In this role, you will

• Interact daily with our customers to provide Technical and Product Support
• Work closely with the Technical Solutions Engineering team to expand the resolution rate of Technical Support
• Develop and improve technical support documentation both internally and in our help center
• Collaborate closely with the engineering and product teams to communicate customer issues, provide detailed bug reports, and work together to troubleshoot and resolve technical problems.
• Work closely with A.I. assisted tools and approaches to improve the quality and efficiency of responses to Anrok customers and improve documentation in multiple knowledge bases.

What excites us

• You have proven experience in a product support role, with a strong background in technical support, preferably in a software or technology industry.
• You have a customer-centric mindset with a passion for delivering exceptional support and building positive relationships with customers.
• You have experience working with Product and Engineering teams to improve the product and internal tools
• You enjoy engaging with customers and stakeholders and take a proactive position when solving challenging problems
• You have strong communication and interpersonal skills, with the ability to articulate complex concepts and processes clearly and concisely.
• Nice-to-have: you have experience building on Zendesk

What we offer

• The equity upside of an early-stage startup with the product-market fit of a later-stage company.
• Daily lunch and snacks for those working out of our office hubs.
• Medical, dental, and vision insurance covered 100%.
• One Medical membership covered, flexible sick benefits, and more.
• Annual learning and development stipend for books, online courses, and conferences, as well as a curious team to share your learnings with.
• Home internet reimbursement stipend.
• Wellness reimbursement program.
• Annual team off-sites and in-person opportunities around our growing Anrok hubs.
• Home office setup stipend to ensure you have the equipment you need to thrive at work.

At Anrok, we embrace a dynamic and flexible hybrid work environment based out of our growing office hubs – San Francisco, New York City, and Salt Lake City where we collaborate in‑person 3 days per week.