Technical Support Specialist Los Angeles, CA

Blackleaf Marketing, LLC.; Los Angeles (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Blackleaf Marketing, LLC. is seeking a Technical Support Specialist to resolve software issues and guide customers through everyday workflows. You will work with product and engineering teams to turn feedback into better experiences.

You will manage incoming requests, troubleshoot access, campaigns, and integrations, and document issues with clear steps to reproduce. Strong communication and multi-case management are essential.

Qualifications

• Experience in technical support or software customer support.
• Strong written communication and active listening.
• Ability to manage multiple support cases and stay organized.
• Good data validation and careful handling of customer data.

Responsibilities

• Manage incoming support requests and prioritize by impact.
• Troubleshoot account access, audience setup, workflows, and integrations.
• Investigate issues, gather examples, and reproduce bugs with steps to reproduce.
• Provide clear escalation notes and follow-up until resolution.
• Guide customers through platform setup and everyday workflows with clear explanations.
• Maintain accurate case notes and communicate next steps to customers.

Skills

Technical support

Customer service

Written communication

Data validation

Case management

Tools

CRM tools

CSV imports

SaaS platforms

Job description

Help dispensary teams get more from Blackleaf with clear answers, practical troubleshooting, and dependable follow-through. As a Technical Support Specialist, you'll resolve software issues, guide customers through everyday workflows, and turn customer feedback into a better product experience.

About Blackleaf

Blackleaf helps cannabis dispensaries streamline text marketing and customer management. Its platform brings customer audiences, SMS and MMS campaigns, automated follow-ups, and shared-inbox conversations into one workspace.

About the Role

We're looking for a Technical Support Specialist who enjoys solving problems and making technology easier to use. You'll help customers navigate Blackleaf, investigate unexpected behavior, and keep them informed from the first question through resolution. This role combines customer communication, hands-on troubleshooting, and close collaboration with product and engineering teams.

What You'll Do

• Manage incoming support requests, clarify customer needs, and prioritize issues based on their impact.
• Troubleshoot account access, contact imports, audience setup, campaign workflows, shared-inbox functionality, and supported integration issues.
• Investigate reported messaging problems by gathering examples, reviewing available status information, and distinguishing configuration issues from potential product defects.
• Reproduce bugs and provide clear escalation notes, including steps to reproduce, expected behavior, actual results, and relevant supporting details.
• Guide customers through platform setup and everyday workflows using straightforward, approachable explanations.
• Maintain accurate case notes, communicate next steps, and follow up until issues are resolved or appropriately handed off.
• Create and improve help articles, troubleshooting guides, and reusable support responses.
• Share recurring issues and customer feedback with product and engineering teams to improve usability and reliability.
• Handle customer information carefully and follow established access and data-handling procedures.

What You'll Bring

• Experience in technical support, software customer support, or a comparable customer-facing troubleshooting role.
• Strong written communication, active listening, and thoughtful follow-through.
• Comfort working with spreadsheets, CSV imports, customer records, and basic data validation.
• Ability to manage multiple support cases while keeping records and customer updates organized.
• Sound judgment about when to continue troubleshooting and when to elevate an issue.

Helpful Experience

• Supporting SaaS products, marketing automation platforms, CRM tools, or retail software.
• Familiarity with SMS and MMS workflows, consent records, and opt-out handling.
• Experience investigating integrations, data synchronization, or API-related issues.
• Familiarity with dispensary operations or cannabis technology.