Technical Support Specialist

SuiteSpot Technology; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

Join a dynamic PropTech company that is revolutionizing residential real estate management. As a Technical Support Specialist, you will tackle complex customer challenges, providing tailored solutions and enhancing product offerings. This remote role offers autonomy, career development, and the chance to make a significant impact on customer satisfaction. Be part of a collaborative team that values learning, accountability, and innovation in a supportive environment. If you're passionate about technology and customer service, this opportunity is perfect for you!

Benefits

Flexible working options

Comprehensive benefits package

Career development opportunities

Collaborative team environment

Qualifications

• Experience in managing technical support tickets from triage to resolution.
• Ability to troubleshoot complex technical issues effectively.

Responsibilities

• Provide Tier 2 technical support across platforms, troubleshooting issues.
• Maintain and improve knowledge base documentation for efficiency.

Skills

Technical Support

Customer Service

Problem Solving

Incident Management

Database Management

Communication Skills

Critical Thinking

Education

Bachelor's Degree in a related field

Relevant Technical Certifications

Tools

MongoDB

Datadog

Sentry

Job description

At SuiteSpot, we are a PropTech company on a mission to transform how residential real estate is managed and operated at scale. Our award-winning SuiteSpot Maintenance and Capital SaaS solutions help our customers operate at scale by combining cutting-edge technology, enterprise support, and development agility in a best-in-class offering that we have come to be known for.

From day one, our work has been guided by four principles:

At SuiteSpot customer support is fundamental to our success. Positive customer interactions build lasting relationships, drive brand advocacy and loyalty, and provide a crucial competitive advantage.

Reporting to the Lead Support Specialist, we are hiring a Technical Support Specialist to meet increased demand as our client base grows. You will be part of a three-person team supporting clients Monday to Friday from 9-5:00 pm EST and responding to complex technical support requests. You will collaborate cross-functionally, conduct in-depth investigations, and manage issues from end to end. You will take ownership of determining the scope of an issue, assessing its severity, and driving the resolution process.

This is a remote opportunity based in Ontario.

Who you are

You have honed your skills in customer technical support, ideally within a SaaS or related field. You are a trusted advisor and a continuous learner. You thrive on tackling complex customer challenges, understanding their needs, and providing effective solutions. You are proactive and demonstrate a high level of accountability and ownership.

What’s in it for you

Autonomy. You will own the resolution process, providing personalized solutions tailored to each user's needs. Your insights will directly contribute to product enhancements.

Technical challenges. Our customers have on-site subject matter experts trained by our Delivery Consultants to resolve minor issues. You will take on issues that are complex, spanning across two products, web and mobile applications, and customized configurations.

Impact. Our customers recognize and value our relentless focus on their success. We scrutinize our work, give feedback openly, and ensure we build the right features and products. You will share in the satisfaction of having happy customers.

Career development. We foster a culture of learning and continuous improvement and respect work-life balance. You will be part of a company that fosters collaboration and openness. You will embrace opportunities to offer help, accept coaching, and participate in internal training. Whether you want to pursue team leadership or transition into Implementation or Delivery, as we grow, so will opportunities to advance your career.

What you will focus on:

• Incident response and technical assistance. You will handle incident responses and support requests submitted via email or our portal, providing Tier 2 customer support across one or both of our platforms. Your responsibilities will include troubleshooting issues related to production databases, configuration, and coding—focusing on optimization, data integrity, and performance. Additionally, you will work cross-functionally with Development, Production, and Implementation teams to resolve issues affecting individual users, clients with custom configurations, or global users.
• Knowledge base management. You will assist the Customer Success team with reporting and tracking issues and solutions. You will maintain and improve our knowledge base by creating and updating documentation. You will proactively develop resources to empower end-users and improve support efficiency.
• Product growth. You will identify themes and opportunities for product improvement. You will work closely with the Development and Delivery teams to assist in testing fixes, new features, and updates.

What you bring:

• The solution orientation. You are naturally curious and driven to investigate. You can meticulously analyze complex technical issues, follow a structured process, and think critically to identify and resolve root causes. You have the technical acumen to assess severity, assign urgency, and coordinate appropriate solutions, whether a hotfix or a broader configuration or database update.
• The support experience. You have experience managing tickets from end to end. You know how to triage issues, assign priorities, and conduct investigations. You are focused on solving problems within SLAs and communicating status and resolutions to customers. You have experience working cross-functionally to resolve complex technical issues.
• The interpersonal skills. You can translate complex technical details to a non-technical audience. You can build trusting relations and work efficiently across teams, both in person and remotely. You are quick to adapt when priorities shift and take feedback well. You are comfortable with ambiguity and are willing to figure things out when no clear, defined path or process is outlined.
• The growth mindset. You are naturally curious and open to learning from others and independently. You acknowledge your mistakes and can adapt to setbacks. You are resourceful and can use new knowledge to solve problems. You are passionate about staying current with the latest tools and best practices.

SuiteSpot is a fun place to work, dedicated to solving problems with resilient and scalable solutions. We have a reputation for meeting our clients’ needs, building new features and functionality, and supporting integrations and implementation far beyond the go-live.

We're a small team without big egos, willing to contribute wherever we are needed. We hold our values - passion, integrity, and execution - up high, taking ownership and accountability for our individual impact, expanding our knowledge, and advocating for change and each other. We take our work very seriously but never take ourselves too seriously. Our company culture promotes ongoing learning and team building. We bring people together a few times a month to discuss deliverables and individual professional development goals and to connect at social events.

At SuiteSpot, we embrace the whole person and offer flexible, remote working options, a competitive compensation package, and a comprehensive benefits package that starts on day one.

Apply now.

At SuiteSpot, we recognize that not everyone takes the same path when building their skills; we value diverse skills, approaches, education, and experience. If you meet 70% of the qualifications we are looking for and you are looking for a challenging career, we invite you to express your interest here.

What you can expect from our hiring process:

• A virtual interview with a senior Talent Advisor to discuss your experience and interest in the role.
• A virtual interview with a Technical Support Lead and Director of Delivery to review your technical knowledge and experience. You will have a chance to ask questions about the clients and the products.
• A final virtual interview with the CTO to answer any questions you may have.

At SuiteSpot, we're committed to diversity, equity, and inclusion. We welcome and appreciate candidates from diverse backgrounds, including women, persons with disabilities, Black, Indigenous and People of Colour (BIPOC), the 2SLGBTQIA+ community, and other equity-seeking groups.

SuiteSpot welcomes and encourages applications from people with disabilities. Should you require accommodations in any part of the interview process, please contact us at [e-mail] and we will be happy to assist you.

Help us maintain an inclusive culture.

We want anyone, anywhere to have the same chance and opportunity to build a life they love and that they are proud of. We are proactive in creating a belonging environment that anyone can be a part of. Thoughtful, data-driven decision-making is core to this success. We ask these questions to strengthen our practices by using data to identify and mitigate unconscious bias in our hiring process.

If you choose to answer them, the responses are ONLY used in aggregate to help us identify areas for improvement in our processes. Your responses, or your choice to prefer not to say, will not be associated with your application and will not in any way be used in the hiring decision. For one, that’s illegal, and we’re really not into breaking the law. Keep being awesome, and thank you for considering work at SuiteSpot.

1.) Indigenous peoples: Based on the definition below, are you an Indigenous person?
"Indigenous peoples" means First Nations, Inuit or Métis peoples of Canada.*

2.) Persons with disabilities: Based on the definition below, are you a person with a disability?
"Persons with disabilities" are individuals who have a long-term or recurring physical, mental, sensory, psychiatric, or learning impairment, and who consider themselves to be disadvantaged in employment by reason of that impairment, or believe that an employer or potential employer is likely to consider them to be disadvantaged in employment by reason of that impairment. This includes persons whose functional limitations owing to their impairment have been accommodated in their current job or workplace.*

3.) Members of visible minorities: Based on the definition below, are you a member of a visible minority?
"Members of visible minorities" are persons, other than Indigenous peoples, who are non-Caucasian in race or non-white in colour, regardless of birthplace.*

4.) To which gender identity do you most identify?*

5.) What are your salary expectations?*

6.) Are you legally eligible to work in Canada on an ongoing basis?*

7.) Preferred Name*

8.) Do you have experience managing technical support tickets from initial triage to resolution?*

9.) Have you worked in a Tier 2 IT help desk or a similar technical support role?*

10.) Do you have experience using relational databases such as MongoDB?*

11.) Have you worked with performance monitoring and debugging tools like Datadog or Sentry?*