Technical Support Specialist

You are the ultimate "behind-the-scenes" customer partner—processing data, finding answers, and untangling customer support requests.

Behind the “fix”, as our Technical Support Specialist at Terrier Technologies, you will have the opportunity to serve as a frontline advocate for our customers, delivering thoughtful and quick troubleshooting and providing answers that build confidence, deepens product understanding, and defines an exceptional customer service experience.

Would you be excited if your input influences product improvements and customer successes?
If YES, please read on, because you must be:

HIGHLY ORGANIZED IN FAST-PACED ENVIRONMENTS. You thrive on details, multi-tasking and staying organized, while proactively resolving time-sensitive customer support issues.

A “GET THINGS DONE” DRIVE OF RESULTS. You enjoy managing multiple customer inquiries, following up with a sense of urgency balanced by the focus of giving accurate answers through our HUB environment.

A NATURAL DETECTIVE WITH CURIOUS MIND-SET. You don't just like fixing things; you love the investigative process. There’s a specific rush in taking a vague error message and digging through logs or documentation to find the exact root cause. For you, every ticket is a mini-mystery waiting to be unraveled.

• During the first 2 weeks:
• Builds a foundation by completing Clypboard training and gaining hands‑on experience using the Hub through shadowing and team meetings.
• Meets weekly with the Manager and partners with team members to review Hub posts, discuss context and root causes, and align effective resolution approaches.
• At the beginning of the 3rd week, begins responding to straightforward, low‑risk Hub posts under guidance after observing incoming customer inquiries.
• By 4th week, confidence and product expertise by handling more complex Hub posts with guidance and developing a strong understanding of Terrier’s products, people, and processes.

• Within 2 to 3 months:
• Independently manages the Terrier Hub by resolving common requests same day, documenting issues accurately, and building product expertise.
• Attends weekly support reviews to share trends, propose improvements, and review resolved posts with the Manager to accelerate learning.
• By the start of the 3rd month, resolves customer requests by ensuring same‑day responses, timely resolution within 48 hours, and achieving 75% Tier 1 resolution by the end of the month.
• From months 4 to 6 and ongoing, co‑leads support reviews, delivers targeted customer training, and translates support trends into actionable product insights.
• By the 6th month, contributes to roadmap discussions by surfacing recurring issues, mentors newer support team members, and leads portions of onboarding with oversight.

• Develops deep product expertise and an analytical mindset to surface recurring issues, deliver actionable insights, and drive continuous improvement across the customer experience.
• Improves support operations by refining workflows and documentation, translating customer issues into product insights, and confidently presenting Hub trends and recommendations to the team.
• Demonstrates growing leadership by mentoring teammates and modeling best practices, while contributing strategic insights that improve product adoption, support effectiveness, and customer outcomes,

• 2+ years of demonstrated experience in a customer support or technical support role, ideally within a B2B SaaS or technology environment using CRM, helpdesk, or ticketing systems
• Strong analytical skills, with the ability to interpret customer issues and identify underlying patterns and root causes
• Proven problem‑solving capability, including the ability to work through complex or ambiguous issues effectively
• Strong written and verbal communication skills, with the ability to explain issues and solutions clearly and professionally
• Comfortable learning new software, tools, and workflows quickly, especially in a changing product environment
• Demonstrated organizational…