Technical Support Specialist

Movate; South Jordan (UT); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Movate is seeking a proactive Tier 1 Technical Support Specialist to join our team in support of Super File’s product launch. You will be the first point of contact for users, guiding onboarding, adoption, and end-user enablement from our South Jordan, Utah facility or remotely at the client's Chicago HQ.

In this role, you will diagnose routine issues, document clear steps to reproduce, and escalate complex cases to Tier 2 engineering with high-quality details.

Qualifications

• Minimum of 2 years in technical customer support or SaaS support.
• Able to explain technical concepts to non-technical users.
• Structured troubleshooting, issue tracking, and documentation.

Responsibilities

• Onboard and educate new users to maximize product adoption.
• Troubleshoot Tier 1 issues using standard steps and KB articles.
• Capture clear, reproducible details for escalations to Tier 2.
• Create and update KB articles based on trends.
• Collaborate with product and support leaders to improve workflows.
• Identify recurring pain points and relay insights for roadmaps.

Skills

Clear communication

Problem solving

Customer-centric mindset

Tools

Ticketing system

Knowledge base

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.