Technical Support Specialist (East Coast)

Freddie Mac; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Digital Envoy seeks a Technical Support Specialist to provide first-line support for the LocID product. This remote role involves effectively addressing client inquiries, troubleshooting technical issues, and collaborating across teams to enhance customer satisfaction. Ideal candidates will have strong problem-solving skills and a solid technical foundation, with opportunities for growth in an inclusive work environment.

Benefits

Competitive Salary & Bonus Program

Medical, Dental and Vision

Paid Holidays & Unlimited PTO policy

401(k) with employer contribution match

Qualifications

• Proven experience in technical support or customer success.
• Comfortable with support platforms and ticketing systems.
• Familiarity with geolocation or ad tech is a plus.

Responsibilities

• Serve as the main point of contact for technical inquiries.
• Investigate and respond to client questions accurately.
• Collaborate with product and engineering teams.

Skills

Problem-solving

Communication

Technical acumen

Tools

Zendesk

Jira

Salesforce

Job description

Digital Envoy (DE) is the leader in geolocation and VPN data for over 25 years for customers in various verticals - Streaming Media, Ad Tech, Cybersecurity, E-commerce, and Data Analytics. Our core product, IP address geolocation, powers customers like Netflix, Hulu, Trade Desk, PayPal, AWS, Apple, and many others. Our VPN and Proxy data, coupled with accurate IP address geolocation, helps companies determine malicious activity for threat intelligence, authentication, and digital privacy.

We're seeking a highly capable and responsive Technical Support Specialist to support our new LocID product. This person will act as the first line of support for technical client inquiries, playing a critical role in maintaining customer satisfaction and ensuring quick resolution of issues. They'll need to deeply understand how LocID works and be skilled at identifying the appropriate resolution path for different levels of technical complexity.

The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a solid technical foundation.

This person can work remotely from any of the following states as long as they're willing to support global hours: Connecticut (CT), Florida (FL), Georgia (GA), Kentucky (KY), Louisiana (LA), Massachusetts (MA), Michigan (MI), New York (NY), New Jersey (NJ), Pennsylvania (PA), South Carolina (SC), Tennessee (TN), Virginia (VA), Washington (WA).

**The person in this role will be expected to work standard EST working hours, with occasional flexibility required to support a global business across multiple time zones (e.g., early morning or evening meetings as needed)**

Georgia residents are encouraged and welcomed to join us a couple days/week in our Peachtree Corners, Georgia office.

Please note, currently, Digital Envoy is not sponsoring visas for this position

Requirements

What You'll Do:

• Serve as the main point of contact for inbound LocID-related technical inquiries from clients
• Investigate, assess, and respond to client questions with accuracy, timeliness, and clarity
• Provide technical troubleshooting and guidance, and where needed, escalate to internal teams
• Collaborate closely with product, engineering, and data teams to ensure prompt resolution of technical issues
• Triage and prioritize incoming support tickets based on severity and client impact
• Maintain detailed logs of client interactions, issue resolutions, and recurring trends to inform product and support improvements
• Help build and maintain support documentation and FAQs to improve the customer experience and reduce response time
• Proactively identify and communicate potential issues or areas for improvement in support workflows or product usability

Who You Are:

• Strong technical acumen and the ability to translate complex concepts for non-technical stakeholders
• Proven experience in technical support, customer success, or solutions engineering, preferably with data or SaaS products
• Familiarity with geolocation, location data, or ad tech industry is a plus
• Comfortable using support platforms and ticketing systems (e.g., Zendesk, Jira, Salesforce)
• Excellent written and verbal communication skills
• Detail-oriented with excellent prioritization and time management skills
• Self-starter with the ability to work independently and cross-functionally
• Location flexible, with ability to accommodate global communication as needed. The person in this role will be expected to work standard EST working hours, with occasional flexibility required to support a global business across multiple time zones (e.g., early morning or evening meetings as needed)

What We Offer:

• Competitive Salary & Bonus Program
• Medical, Dental and Vision
• Paid Holidays & Unlimited PTO policy
• 401(k) with employer contribution match
• We value your input: make a real impact in a growing, innovative company!

About Digital Envoy:

In 1999, Digital Envoy introduced the concept of privacy-sensitive IP-based geolocation and IP intelligence. This technology allows businesses from ad networks to publishers, websites, retailers and more to harness the power of location and new intelligence about connected users for many mission-critical applications. Digital Envoy has three business units that address the unique needs of customers: Digital Element, which provides global geolocation data and services that bring anytime, anywhere relevance and context to online and mobile initiatives; Digital Resolve, which delivers cybersecurity solutions that proactively secure online accounts, information, transactions and interactions from login to logout and Outlogic, which allows companies in retail, real estate, and financial markets to develop disruptive tools built on a foundation of quality location data.

At Digital Envoy, we are excited about building a diverse team and creating an inclusive environment where everyone can thrive. All employees must be authorized to work in the United States. Digital Envoy provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Digital Envoy complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.