Technical Customer Support Advocate

Role Responsibilities:

• Technical Problem Solving: Manage complex technical tickets via email and chat, lead video calls for troubleshooting, and ensure an effortless user experience.
• Product Advocacy: Identify and document bugs for engineering, gather customer feedback to influence the product roadmap, and serve as the voice of the customer.
• AI and Automation: Write and maintain internal and external documentation, use AI tools to optimize support resources, and automate workflows to improve efficiency.

Customer Configuration Expertise:

• Account Setup: Act as technical lead for complex setups, including provisioning user roles, managing SSO, and tailoring workflows with custom fields and dashboards.
• Integrations: Connect the platform to existing tech stacks, handle API integrations, and execute sandbox account duplications for client needs.

Candidate Profile:

• Experience: 2-3+ years in a technical, customer-facing SaaS role, preferably in Technical Account Management or Implementation within a high-growth startup.
• Skills: Proficiency with ticketing platforms like Zendesk, expertise in diagnosing web/mobile issues, and hands-on experience with data migration and API setups.
• Mindset: Possess a builder mindset, thrive in fast-paced environments, identify process gaps, leverage automation, and communicate complex issues simply to all stakeholders.