Senior Customer Support Representative (Remote

Role Overview

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.

As a Customer Support Specialist III (Level 3 Triage) at ECP, you serve as the final Support escalation point and primary technical triage resource before issues are escalated to Dev, Pharmacy, Billing, Compliance, or Product. You are responsible for reproducing complex customer issues, validating bugs, and ensuring that only well-documented, actionable cases reach downstream teams.

This role focuses on deep technical investigation, quality control, and proactive product support. You act as the bridge between Support& other teams—reducing noise, improving issue quality, and helping ensure smoother releases through active participation in testing prior to product launches.

In addition to triage responsibilities, this role supports continuous improvement by identifying systemic issues, strengthening documentation, and enabling Levels 1 and 2 through knowledge sharing.

• Serve as the final Support escalation point for complex or ambiguous issues prior to Engineering or Product involvement
• Reproduce reported issues in staging or test environments to confirm behavior and isolate root causes
• Perform detailed technical investigation across product workflows, integrations, and configurations
• Determine whether issuesrepresentproduct defects, configuration problems, or expected behavior
• Gather logs, screenshots, steps to reproduce, and environmental context to create complete, actionable tickets
• Act as a gatekeeper for escalations, ensuring only validated(to the best of ability) and properly documented issues are passed to Engineering
• Assisting with categorization of severity and prioritization of tickets and issues
• Monitor ticket data for trends and work proactively with leadership to address
• Act as a triage between support & Dev,“translating” ticketinformationto be digestible in both directions
• Act as backup for management needs when manager out of office or requires assistance

• Validate suspected bugs by confirming reproducibility andimpact
• Assist Engineering by providing clear reproduction steps, test scenarios, and customer context
• Participate in regression testing and validation of fixes prior to deployment
• Support Product and Engineering during release cycles byassistingwith QA and pre-launch testing
• Helpidentifypotential customer-impacting issues before product launches

• Maintain highly detailed ticket documentation following ECP best practices
• Ensureaccuratecategorization and tracking of bugs and escalations in Hub Spot and ECP’s ticketing system
• Contribute to internal technical documentation, troubleshooting workflows, and release notes

• Provide feedback loops Supportregardingroot causes and resolutions
• Deliver teach-backs after triaged issues to improve frontline troubleshooting and reduce escalation volume
• Serve as a technical product expert and trusted resource across Support
• Identify recurring patterns and recommend training, documentation, or product improvements

• Maintain ownership of triaged issues through resolution, ensuringtimelyfollow-up and cross-team communication
• Consistently meet or exceed established KPIs, SLAs, and quality standards
• Balance triage workload with testing, documentation, and team enablement responsibilities

• Demonstrate strong ownership of technical investigations and escalation quality
• Exhibit advanced analytical thinking and attention to detail
• Deep understanding of all of our product offerings
• Ensure Engineering receives complete, reproducible, and well-scoped tickets
• Proactively improve Support effectiveness through documentation and coaching
• Maintain a customer-first mindset whileoperatingin a highly technical capacity
• Uphold ECP values and…