Technical Support Specialist — AI & API Troubleshooter

LeanData; Tucson (AZ); On-site; USD 55,000 - 75,000; Full time

Job summary

LeanData in Tucson, AZ seeks a Technical Support Specialist to lead complex escalations and act as a bridge between Support, Development, QA, and Product. You will work with LeanData and Salesforce configuration and APIs to diagnose issues across our product suite, including AI-powered features.

You will reproduce defects, draft clear bug reports, mentor Level 1 staff, and translate technical details into business guidance for successful outcomes.

Qualifications

• 2–5 years of relevant work experience in technical support.
• Hands-on Salesforce experience (Apex jobs, SOQL, common platform errors and governor limits).
• Proficiency with Salesforce reporting.
• Strong analytical and troubleshooting skills across logs, databases, and integrations.
• Strong written and verbal communication, with the ability to translate technical detail for non-technical audiences.
• Experience partnering with Development, QA, or Product - filing reproducible bugs and validating fixes.

Responsibilities

• Own and resolve complex technical escalations, including issues that require deep product, log, and environment analysis.
• Reproduce customer-reported defects, isolate root cause, and drive issues to resolution or to a formal engineering handoff.
• Serve as a technical resource and mentor for Level 1 support staff.
• Build customer trust by translating complex product issues into clear, business-relevant guidance that supports successful outcomes.
• Troubleshoot customer API integrations (REST, webhooks, authentication, payloads, rate limits, error handling).
• Configure and troubleshoot AI-powered product features, escalating unresolved or ambiguous model-behavior issues to Engineering.
• Read and debug code to reproduce issues, and build simple test scripts to speed up diagnosis.
• Review logs, queries, and configurations to pinpoint failures.
• File clear, reproducible bug reports, partner with Development on root cause, and support QA in validating fixes for cases you have worked.
• Surface recurring customer pain points to Product and management.
• Document root causes, workarounds, and solutions as new or updated knowledge base articles.

Skills

Salesforce

Apex

SOQL

Bug reproduction

Root cause analysis

Cross-functional collaboration

Technical writing

Communication

Education

Bachelor’s degree

Job description

LeanData in Tucson, AZ seeks a Technical Support Specialist to lead complex escalations and act as a bridge between Support, Development, QA, and Product. You will work with LeanData and Salesforce configuration and APIs to diagnose issues across our product suite, including AI-powered features.

You will reproduce defects, draft clear bug reports, mentor Level 1 staff, and translate technical details into business guidance for successful outcomes.