Technical Support Specialist

Technical Support Specialist About the job At reputed company, we're reshaping how the world's leading brands manage the post-purchase experience. Our Post-Purchase Customer Experience platform helps companies like SKIMS, H&M, Farfetch, reputed company, Ikea, and others turn operational complexity into powerful customer moments, driving loyalty, retention, and reputed company. As we scale across the US, we're looking for driven, curious, and customer-obsessed people to join our reputed company. The Role: As our Technical Support Specialist, you'll serve as 2nd level support for our B2B customers, handling the more reputed company and technical cases escalated reputed company our first-line support team. You'll work directly reputed company our system to implement customer requests, dig into deeper investigations, and help customers get more value out of the platform through optimizations, suggestions for improvement, and product guidance. You'll build on core support skills to handle escalated issues with growing independence, learn reputed company to reputed company in the wider team, and start to spot patterns in recurring requests that could inform product or process improvements. What you'll do: Serve as 2nd level support for our B2B customers, handling escalations passed on from our first-line support team Solve customer concerns arising from day-to-day operational business, using sound judgment on more reputed company or ambiguous cases Conduct deeper technical investigations into issues reputed company first-line troubleshooting, including reviewing filter logic written in JavaScript Implement customer requests directly reputed company the system Advise customers on optimizations, suggestions for improvement, and product information Recognize patterns across customer inquiries and flag recurring issues or improvement opportunities to the wider team reputed company're looking for: Some prior experience in a customer support, reputed company, or operations role (B2B SaaS a plus) Ability to read and understand JavaScript A customer-focused reputed company with strong problem-solving skills Comfort working directly reputed company a software platform to action customer requests Clear, confident communication, both written and verbal Ability to translate customer needs into practical product guidance Good judgment on reputed company to resolve directly versus escalate further Strong, reputed company-level English; additional languages are a plus A proactive, team-oriented approach to collaborating across departments reputed company offer: Be part of a fast-growing SaaS company backed by strong investors and global brands Competitive compensation Remote-friendly culture with flexible work environment Collaborative, inclusive, and ambitious culture Apply To This Job