Technical Support Specialist

# Technical Support Specialist# Technical Support Specialist##
*
* Location:

** Austin, TX / Phoenix, AZ (Remote)##
** About Site Owl
** Site Owl is a B2B SaaS platform used by physical security integrators and enterprise security teams to manage the entire lifecycle of physical security systems—from initial design to installation, maintenance, and long-term asset tracking.

Customers upload digital floor plans, place devices like cameras or access control readers, and collaborate across teams through a unified system. The platform includes both desktop and mobile interfaces (including full offline functionality), powering operations in challenging real-world environments across retail, education, logistics, and more.##
** About the Role
** We’re looking for a Technical Support Specialist to join our growing Customer Success organization. This role sits at the intersection of customer support, technical problem-solving, and enablement. You’ll be a frontline resource for customers while also helping shape how support works as we scale.

This is a high-impact role with direct exposure to leadership. You’ll work closely with the VP of Customer Success to build support processes, training content, and a long-term support enablement strategy.##
** What You’ll Do**###
** Customer Support (Level 1 &
2)
*** Provide timely, high-quality Level 1 and Level 2 technical support to customers via Zendesk
* Troubleshoot software issues, configuration questions, and workflow challenges
* Support customers with integrations and APIs, including light debugging and technical investigation
* Escalate product issues clearly and effectively to Engineering and Product teams
* Act as a customer advocate by identifying recurring issues and root causes###
** Documentation & Training
*** Create, maintain, and improve support documentation, help articles, and in app training
* Contribute to customer-facing training materials and enablement content
* Partner with Customer Success to ensure documentation supports onboarding, adoption, and ongoing usage
* Help standardize responses and knowledge base content to improve resolution time and consistency###
** Process & Tooling
*** Help build and refine support processes, workflows, and SLAs as the team scales
* Identify opportunities to leverage automation and AI to improve efficiency and customer experience
* Follow established processes in Zendesk
* Collaborate with Product, Engineering, and CS to improve feedback loops and visibility into customer issues###
** Strategic Collaboration
*** Work closely with the VP of Customer Success on support training strategy and operational maturity
* Provide insights on customer friction points that inform product improvements and CS strategy
* Play a key role in evolving support from reactive ticket handling to proactive enablement##
** What We’re Looking For**###
** Required
* ** 3+ years of experience in technical support at a software or SaaS company
* Experience handling Level 1 and Level 2 support tickets
* Strong written and verbal communication skills
* A customer first attitude
* Problem-solver with a proactive, can-do attitude
* Comfort working directly with customers on technical issues
* Ability to document processes and explain technical concepts clearly
* Light coding skills (e.g., JavaScript, Python, SQL) or experience troubleshooting APIs and integrations###
** Nice to Have
*** Hands-on experience with Zendesk
* Experience with User Pilot or similar in-app guidance / adoption tools
* Familiarity with AI-powered support tools, chatbots, or automation
* Experience contributing to or owning a knowledge base##
** Why You’ll Love This Role
*** Direct influence on how support is built and scaled
* Close partnership with Customer Success and Product leadership
* Opportunity to shape training, documentation, and tooling strategy
* Exposure to product and engineering decision-making
* A chance to grow from “support execution” into support operations and strategy

ASSA ABLOY offers a competitive compensation and benefits package, including bonus, a 401(k) plan, education assistance, company car, and an environment that reflects our commitment to our employees. The wage…