Technical Support Specialist

Fountain is looking for a Technical Support Specialist to maintain relationships with some of the biggest brands in the world, support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams. This role involves responding to customer inquiries in Intercom, diagnosing and troubleshooting software issues, investigating problems using data logs, and creating RCA documentation, as well as collaborating with engineering and product teams. The role also requires creating and maintaining technical documentation, assisting in onboarding new team members, and gathering customer feedback to improve product features. The ideal candidate will have a bachelor’s degree in Computer Science or a related field, 2+ years of experience in a technical support role at a software company, strong troubleshooting skills, familiarity with software development processes (e.g., APIs, databases, SQL), and excellent communication skills. Experience with ticketing systems and HR systems is a plus. Working remotely for a global company and SQL experience are also beneficial.