Customer Support - Senior Support Specialist

Position Overview

This position acts as an escalation point for support teams, partners with internal teams to resolve recurring or complex issues, and contributes to process improvements that enhance support efficiency, customer satisfaction, and product quality. The Senior Support Specialist works closely with Client Support, Product, Engineering, and other cross‑functional partners to investigate issues, communicate effectively with customers, identify trends, and support timely resolution of customer‑impacting problems.

The ideal candidate is a highly analytical and customer‑focused technical support professional with strong SaaS troubleshooting experience, strong communication skills, experience using ticketing or CRM systems, and working knowledge of SQL, APIs, data analysis, and technical support processes.

• Act as an escalation point for support teams by investigating and resolving complex technical, functional, data, and integration‑related issues.
• Provide in‑depth troubleshooting, data analysis, root‑cause investigation, and resolution support for advanced software, platform, and customer issues.
• Communicate with customers during escalated issues, urgent matters, outages, or service‑impacting events, ensuring updates are clear, timely, and professional.
• Collaborate with Engineering, Product Management, Client Support, and other internal teams to resolve escalated customer issues and support corrective actions.
• Identify recurring issues, support root‑cause analysis, and provide feedback to internal teams to improve product quality, support processes, and the customer experience.
• Design, document, and support automated workflows, technical processes, and internal tools that reduce manual effort and improve support resolution times.
• Mentor support specialists by providing guidance, training, case review, and support in handling complex or challenging customer issues.
• Monitor support trends, ticket patterns, and customer feedback to proactively identify opportunities to reduce ticket volume and improve customer satisfaction.
• Contribute to product improvement by capturing, documenting, and communicating customer feedback, recurring pain points, and product enhancement opportunities.
• Participate in testing new product releases to identify potential customer‑impacting issues before release and provide feedback to Product and Engineering teams.
• Maintain accurate documentation of troubleshooting steps, customer communications, issue resolutions, and internal process updates.
• Use ticketing, CRM, chat, and support platforms to manage customer issues, maintain service levels, and ensure timely follow‑up.
• Provide occasional after‑hours support on a rotational basis to address urgent or critical customer needs.
• Work independently and collaboratively in a fast‑paced environment while maintaining professionalism, accuracy, and strong customer focus.
• This is a non‑exempt position within the applicable hourly range based on a 40‑hour work week.

• Bachelor’s degree in Computer Science, Information Technology, Information Systems, Business, or a related field preferred, or equivalent work experience.
• Additional certifications in SaaS platforms, customer support, technical support, IT, data analysis, or related technologies preferred.

• 5+ years of experience in customer support, technical support, product support, or a related role, preferably within a SaaS, technology, or data‑focused environment.
• Experience supporting customers or users in a SaaS platform environment.
• Experience troubleshooting and resolving complex technical, functional, data, or integration‑related issues.
• Experience using CRM, ticketing, chat, or issue management systems such as Intercom, Zendesk, Salesforce, Jira, or similar platforms.
• Experience using SQL, APIs, data analysis tools, logs, or related technical resources to investigate and resolve customer or platform issues.
• Experience collaborating with Product, Engineering, Client Support, and other cross‑functional teams to resolve escalated issues.
• Experience mentoring, coaching, or providing guidance to support team members preferred.
• Experience…