Technical Support Specialist

Placements24; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive bonuses

Fully remote work

Health and wellness benefits

Professional development & conferences

Generous paid time off

Job summary

Placements24 is seeking a Technical Support Specialist to join a fully remote team. You will provide advanced technical assistance for a SaaS project management platform, troubleshoot complex issues, and guide customers through complex features, while coordinating with product and engineering teams.

The role emphasizes strong analytical skills, solid knowledge of web tech, APIs, and integrations, and a customer-centric, remote-friendly work approach.

Qualifications

• Strong understanding of web technologies, APIs and software integrations.
• Excellent problem-solving, analytical and diagnostic skills.
• Exceptional written and verbal communication in English.
• Experience with support ticketing systems (Zendesk/Intercom) and CRM software.
• Ability to work independently in a remote environment.

Responsibilities

• Provide advanced technical support to customers via email, chat, and phone.
• Diagnose, troubleshoot, and resolve complex software and integration issues.
• Guide users through advanced product features and best practices.
• Document technical issues, resolutions, and customer feedback in the support system.
• Identify trends and escalate to engineering with detailed analysis.
• Develop and maintain technical documentation, knowledge base and FAQs.
• Collaborate with product managers to improve the product based on feedback.
• Conduct remote training sessions for customers on product usage and updates.
• Manage customer escalations to ensure prompt resolutions.
• Stay up-to-date with product updates and best practices in technical support.

Skills

Web technologies

APIs

Software integrations

Problem-solving

Analytical thinking

Diagnostic skills

Written & verbal English

Remote work discipline

Education

Bachelor's degree in CS/IT or related field

Tools

Zendesk

Intercom

Job description

About the Role

Our client, a fast-growing SaaS company specializing in project management solutions, is looking for a highly skilled Technical Support Specialist to join their fully remote team. This role is critical for providing in-depth technical assistance to Our client's diverse user base, ensuring they maximize the value of the platform. You will be responsible for troubleshooting complex technical issues, guiding users through advanced features, and acting as a liaison between customers and the product development team. The ideal candidate possesses exceptional analytical skills, a deep understanding of software applications, and a passion for delivering outstanding technical support. As a remote-first organization, you will collaborate with a distributed team, contributing to a culture of innovation and customer success.

Key Responsibilities

• Provide advanced technical support to customers via email, chat, and phone.
• Diagnose, troubleshoot, and resolve complex software and integration issues.
• Guide users through advanced product features and best practices.
• Document technical issues, resolutions, and customer feedback thoroughly in the support system.
• Identify trends in technical issues and **escalate them to the engineering team with detailed analysis.**
• Develop and maintain technical documentation, knowledge base articles, and FAQs.
• Collaborate with product managers and developers to improve the product based on customer feedback.
• Conduct remote training sessions for customers on product usage and new features.
• Manage customer escalations effectively, ensuring prompt and satisfactory resolutions.
• Stay up-to-date with product updates and industry best practices in technical support.

Requirements

• Minimum of 3 years of experience in a technical support role, preferably for SaaS products.
• Strong understanding of web technologies, APIs, and software integrations.
• Excellent problem-solving, analytical, and diagnostic skills.
• Exceptional written and verbal communication skills in English.
• Proficiency with support ticketing systems (e.g., Zendesk, Intercom) and CRM software.
• Ability to work independently, manage workload efficiently, and meet deadlines in a remote environment.
• Experience in training or creating technical documentation is a plus.
• Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
• A dedicated remote workspace with reliable high-speed internet access is mandatory.

Benefits

• Competitive annual salary with performance-based bonuses.
• Fully remote work arrangement offering maximum flexibility.
• Comprehensive health and wellness benefits.
• Opportunities for professional development, certifications, and conference attendance.
• Be part of a collaborative and innovative engineering-focused culture.
• Direct impact on product development and customer success strategies.
• Generous paid time off and company holidays.
• Access to modern collaboration tools and a supportive virtual team.