Technical Support Specialist
Posted on 3/23/2023
Los Angeles, CA, USA
Experience Level
Desired Skills
Customer Service
  • 3+ years of technical support experience supporting B2B SaaS services
  • Experience with support ticket tracking systems (e.g. Intercom)
  • Strong communicator with outstanding oral and written communication skills
  • Customer service mindset: Passion, patience, and drive to work with customers until their issue is resolved
  • Experience in fast-growing tech startups; Self-starter with the ability to navigate ambiguity and assess rapidly evolving priorities
  • Fluent in English (additional languages are a plus)
  • Love of learning (technical and otherwise)
  • US Citizenship and location in US (future security clearance may be required)
  • Provide exceptional customer service and technical assistance to Epsilon3 customers
  • Resolve customer issues in a timely manner to ensure Epsilon3 meets customer expectations (and SLAs) on response time and resolution speed
  • Assess ticket priority and escalate issues when necessary
  • Problem solve customer problems including issue recreation to validate expected system behavior, potential bugs, and/or configuration issues
  • Become a subject matter expert on the Epsilon3 product, learn where customers frequently need assistance, and stay up to date with new feature releases
  • Organize, build, and improve self-help resources including help articles, FAQs, and other customer “how to” documents
  • Identify opportunities to improve core support processes. Develop standard operating procedures (SOPs) to formalize improvement plans
  • Engage engineering team when required for in-depth investigation or bug resolution
  • Participate in night, weekend, and holiday on-call rotation for coverage as needed
  • Collect feature requests/suggestions in a clear and organized framework
  • Work with the product and engineering teams to provide input and recommendations on feature improvements
  • Assist customers with their Epsilon3 configuration/workflows including suggestions on how to best set up the system to work for their specific needs
Desired Qualifications
  • Bachelor's degree in engineering
  • Operations experience in one or more related industries
  • Experience in the space/aerospace/defense industries nice-to-have but not required

11-50 employees

Aviation & aerospace component manufacturer
Company Overview
Epsilon3's mission is to lean into the future alongside pioneers so humankind may unlock new meanings across the world. The company has a software platform designed for spacecraft and complex operations that manages complex operational procedures, saving operators time and reducing errors.
  • Remote & WFH friendly
  • Generous equity grants
  • Platinum benefits
  • Lifelong learning
  • Regular fun events
  • Thoughtful vacation/leave policies
  • Support for staying healthy
Company Core Values
  • Make space for humanity
  • Go beyond
  • Create positive space
  • Grow humility
  • Everything matters