Technical Support Specialist I

lob; EE. UU.; A distancia; USD 75.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Equity

Descripción de la vacante

lob is seeking a customer support specialist for its direct-mail platform. You will help customers diagnose issues, explain API behavior, and translate technical details for developers and non-technical users.

You’ll triage tickets, reference logs and docs, escalate when needed, and contribute to knowledge base updates. Remote work is available in many US states; compensation includes equity and base salary.

Formación

• 1–2 years in customer support or a similar role.
• Able to read JSON, interpret HTTP status codes, and follow API docs.
• Clear written and verbal communication to explain technical topics.
• Strong organization and prioritization while managing multiple tickets.

Responsabilidades

• Respond to support tickets within service targets with appropriate detail.
• Investigate API errors, webhook delivery, template rendering, and tracking.
• Provide clear steps and reproducible examples when escalating.
• Route sensitive cases to security, fraud, privacy, or account holds.
• Track themes and improve help articles and response templates.
• Use approved AI tools to research or draft responses while protecting data.

Conocimientos

Customer support

Technical literacy

Strong communication

Time management

Curiosity / learning

Herramientas

Zendesk

Postman

cURL

Browser dev tools

SQL

Descripción del empleo

Role overview

Support customers using a direct-mail platform and its API, helping them diagnose technical issues and understand how mail moves through the service. You’ll handle incoming cases, explain solutions to people with different technical backgrounds, and share recurring problems with product and engineering teams.

Responsibilities

• Respond to support tickets within service targets, adjusting the level of detail to each customer’s needs.
• Investigate API errors, webhook delivery, template rendering, address verification, and delivery tracking using request IDs, logs, dashboard tools, and API clients.
• Research issues before escalating; provide engineering, implementation, or finance partners with clear steps and reproducible examples.
• Recognize and route sensitive cases involving security, fraud, privacy, or account holds.
• Track ticket themes and improve help articles and response templates to make common questions easier to resolve.
• Use approved AI tools to research or draft responses, checking accuracy and protecting customer data and credentials.

Requirements

• At least 1–2 years in customer support, technical support, or another customer-facing role; B2B software or API experience is useful.
• Ability to read JSON, interpret HTTP status codes, follow basic API documentation, and work with basic HTML and CSS.
• Clear written and verbal communication, including the ability to explain technical topics to developers and non-technical customers.
• Strong organization and prioritization while managing multiple tickets and deadlines, with care to follow issues through to resolution.
• Sound judgment about what to investigate, when to explore, and when to ask for help.
• Curiosity and willingness to learn a technical product and investigate unfamiliar issues.

Nice to have

• Experience with a help desk such as Zendesk, Postman or curl, browser developer tools, basic SQL, or print, mail, and logistics operations.

Benefits and work setup

• Remote work is available in a specified set of U.S. states and Washington, D.C.
• Compensation includes a stated base salary range of $75,000–$80,000 per year and equity; the source notes that location, skills, and experience can affect offers.