Senior Technical Support Specialist

Squirrels is a globally recognized creator of cutting-edge screen mirroring and digital signage software, with a focus on making wireless communication easier for schools and businesses.

We are looking for a highly skilled, customer-oriented, and resourceful Technical Support Specialist to take ownership of technical support at our company. This is a unique opportunity for someone who enjoys solving a wide variety of technical problems, working independently, and having a direct impact on both our customers and our internal team.

This is a solo operator position. You will be the primary owner of the technical support function and will have significant autonomy over how support operates and evolves. That includes external customer support, internal technical support, ticketing workflows, live chat, phone support, documentation, support tooling, and the processes we use to identify, prioritize, elevate, and resolve technical issues.

• Serve as the primary point of contact for customers experiencing technical issues with screen mirroring software, addressing problems related to connectivity, compatibility, and performance.
• Own the day-to-day technical support function across customer and internal support, including tickets, email, live chat, phone calls, support workflows, and related processes.
• Take responsibility for evaluating and improving how technical support is delivered, including the tools, workflows, escalation paths, documentation, and processes used to support customers and employees.
• Provide troubleshooting assistance via email, phone, or chat, guiding users through diagnostic steps and resolving issues in a timely manner.
• Diagnose and resolve customer problems with device compatibility, software configuration, network settings, and security/firewall issues.
• Escalate more complex issues to the appropriate internal teams when necessary and track the resolution progress for customer follow up.
• Assist customers with the initial installation and configuration of software, ensuring smooth setup on various devices (tvOS, Windows, macOS, etc).
• Provide step-by-step support for users during the installation process, helping to resolve any issues related to system requirements, device pairing, and network configuration.
• Help customers configure advanced features, such as multi-device mirroring, screen sharing with audio, and integration with third-party tools (e.g., conferencing platforms).
• Contribute to and maintain the internal knowledge base by documenting common technical issues, resolutions, and best practices.
• Update and create new troubleshooting guides, FAQs, and tutorials to help users self-resolve issues and maximize their use of the software.
• Regularly review and improve support documentation based on feedback and recurring customer inquiries.
• Communicate recurring technical issues, bugs, or feature requests to the Product and Engineering teams to help improve the software.
• Provide input on software usability based on customer feedback and technical support insights, contributing to ongoing product enhancements.
• Guide customers through product features, explaining how to best use the software to meet their specific needs.
• Use AI tools as a regular part of technical support work, including troubleshooting, research, documentation, communication, analysis, and process improvement.
• Identify opportunities to use AI and automation to improve support efficiency, response quality, self-service resources, and the overall customer experience.
• Experiment with and implement new support tools, AI-assisted workflows, and processes when they can meaningfully improve how technical support operates.
• Act as the internal owner and advocate for technical support, using patterns from customer interactions to identify opportunities for improvements across Support, Product, Engineering, and the broader organization.

• Experience: 1+ years of experience in a technical support role, preferably in the SaaS industry. Experience with screen mirroring or collaboration software is a plus.
• Technical Knowledge: Strong understanding of networking concepts, device compatibility, screen mirroring technology, and troubleshooting methods.
• Communication
  
  Skills:
  
  Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users in a clear and empathetic manner.
• Problem-Solving: Strong analytical skills with the ability to diagnose complex technical…