Senior Technical Support Specialist

Responsibilities

• Troubleshoot and diagnose non-standard and complex technical issues using internal tools, SQL queries, and external resources.
• Engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a next-level support experience.
• Serve as the primary escalation point for Tier 1, handling escalated tickets with professionalism and empathy.
• Triage and escalate bug and problem tickets to Product and Engineering, including reproducing issues, documenting root causes, and recommending potential fixes.
• Proactively communicate escalations, outages, and their business impact to leadership and affected stakeholders.
• Partner with Product, Engineering, and Customer Success teams on high-priority tickets and systemic product improvements.
• Cultivate a deep knowledge of Conversica’s software and mentor Tier 1 support staff, sharing knowledge and coaching on advanced troubleshooting.
• Analyze ticket trends, conduct root cause analysis, and propose long-term solutions to prevent repeat issues.
• Document ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
• Write and contribute content to the knowledge base, including advanced troubleshooting guides and escalation playbooks.
• Assist customers with navigation and troubleshooting as needed, but primarily focus on resolving complex and escalated issues.
• Apply account optimizations and customizations submitted internally by the Customer Success team.

Qualifications

• 3+ years experience in a SaaS technical support role required.
• Proven technical aptitude with ability to troubleshoot and resolve complex issues independently.
• Knowledge of sales and marketing tech stacks, including marketing automation platforms, CRMs, and integrations.
• Strong understanding of logic functions and ability to create formulas.
• Proficient in SQL with ability to write, test, and troubleshoot queries.
• Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow.
• Strong problem-solving, critical thinking, and time-management skills.
• Excellent written and verbal communicator; able to deliver clear, empathetic, and professional customer interactions.
• Experience mentoring or training Tier 1 support staff preferred.
• Self-motivated and able to work independently or cross-functionally in fast-paced environments.
• High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.