Technical Customer Support Specialist

Prompt.io Inc, is seeking a Technical Customer Support Specialist to join our remote-first team. Technical Customer Support Specialists directly impact the customer's success and experience using our products and services through ownership of the customer support tickets that are submitted.

$30–$40/hour (based on experience)

Location:

Remote (ideally living in the Pacific Standard Timezone)

Compensation: $30–$40/hour (based on experience)

Hours:

40 hours/week + OT during peak political & holiday cycles (scheduled in advance)

Prompt.io is on a mission to make secure, scalable, high-impact texting accessible to organizations of all sizes—especially in the political, advocacy, and nonprofit sectors. We’re proud to help campaigns, causes, and communities connect with people when it matters most.

Innovation, customer success, and a passion for impact drive everything we do. Our cutting-edge product suite, dedicated team, and proven leadership empower us to continually push boundaries and disrupt the texting industry.

Now, we’re growing—and we’re looking for an exceptional Technical Customer Support Specialist to join our remote-first team.

As a Technical Customer Support Specialist
, you’ll be the frontline expert supporting customers who rely on Prompt.io for mission-critical communication. You will own the full lifecycle of support tickets, troubleshoot issues with confidence, collaborate across teams, and ensure every customer interaction is prompt, clear, and solutions-focused.

This role requires someone who not only excels at customer communication but also brings previous experience working with messaging platforms
, along with a strong understanding of text messaging, deliverability, and telephony concepts
. You don’t need to be an engineer—but you should be technically curious and comfortable learning how APIs, webhooks, and integrations work.

Your ability to blend customer care with technical savvy directly drives customer success, retention, and platform reliability.

• Master the Prompt.io TM platform end-to-end—including messaging workflows, deliverability, telephony settings, integrations, and common customer challenges.
• Manage and triage the support ticket queue with speed, accuracy, empathy, and a commitment to delivering a best-in-class customer experience.
• Diagnose and troubleshoot technical issues across platform functionality, configurations, APIs, webhooks, and account setup—escalating complex issues when needed.
• Collaborate cross-functionally with Customer Experience, QA, Dev Ops, Product, and Engineering to resolve escalations, surface product insights, and improve processes.
• Learn and navigate advanced technical concepts
  , including our REST API, webhooks, instant-app builder, and bots built in node.js—translating them into practical guidance for customers.
• Maintain an organized, efficient support desk
  , ensuring clear documentation, consistent follow-through, and a clean queue.
• Create and enhance knowledge resources
  , including FAQs, help articles, troubleshooting guides, and internal documentation.
• Communicate complex technical details in simple, clear, customer-friendly language that empowers users and reduces friction.
• Deliver exceptional, mission-focused service that reflects Prompt.io’s customer-first values and supports organizations doing meaningful work.

To excel in this role, you’ll work across several key systems that power our Customer Experience organization:

• Hub Spot – Our CRM and primary ticketing system used to manage, triage, and respond to all customer support requests.
• Slack – Our internal communication hub and a channel for external customer communication and shared support rooms during urgent situations.
• Stonly – Our interactive documentation and incident update platform, used to publish guides, troubleshooting flows, and real‑time updates to customers.

You’ll become proficient in the same tools our customers rely on every day:

• Prompt.io – Our flagship secure, scalable text messaging platform used…