Senior Technical Support Specialist
Full Time
full time
22 Jan 2025
Verified by Turrior
Content + Source + Freshness • 12 Dec 2025 • 95% confidence
88 / 100
Offer value
Critical role in tech support with leadership responsibilities; well-positioned in a popular company with growth opportunity.
- Manage and mentor a dedicated team in tech support
- Collaborative environment focusing on continuous improvement
- Potential for professional growth in a reputable company
Pros
- Leadership opportunities in a collaborative team setting
- Challenging and meaningful work impacting technical operations
- Inclusive and innovative corporate culture
Cons
- Experience requirements may filter out some candidates
- Fast-moving tech environment could be stressful
- Possibility of escalated incidents impacting work-life balance
Who it's for
Mid to Senior • In-office / Hybrid options
Good fit
- Experienced leaders in technical support
- Individuals passionate about mentoring and process optimization
- Candidates ready to work in a fast-paced tech environment
Not recommended for
- Newcomers to technical support looking for entry-level roles
- Those who prefer rigid, less collaborative workspaces
- Individuals uncomfortable with high-pressure situations
Motivation fit
Desire for leading teams and improving technical processesInterest in troubleshooting and resolving complex issuesAiming to foster a collaborative tech support environment
Key skills
Technical support expertiseLeadership and coachingProject managementCross-functional collaboration
Score: 88/100 AI verified analysis
About the job
Requirements
- 5+ years of experience in technical support or a related role, with at least 2 years in a leadership position ,
- Strong understanding of business support systems and processes (e.g. Salesforce) ,
- Proven experience in project management and process improvement ,
- Excellent leadership and team management skills ,
- Strong problem-solving and analytical abilities ,
- Proficiency in relevant technologies and tools (e.g., CRM systems, ticketing systems) ,
- Excellent communication and interpersonal skills ,
- Ability to work in a fast-paced, dynamic environment ,
- (Desirable) Experience in SaaS environments ,
- (Desirable) Salesforce administration.
What the job involves
- The Senior Technical Support Representative is a pivotal member of the Data & Info Tech organizations and will operate as the main point of contact for our internal Client Facing teams ,
- They are responsible for resolving or elevating internal business systems and process tickets, as well as being a point of contact in the site, assisting and coaching their team members ,
- The Senior Technical Support Representative will work cross-functionally with Business Operations, Billing, Finance, as well as R&D to coordinate and drive the resolution of both technical and procedural issues ,
- In addition, you will be continuously improving processes to minimize repeating issues ,
- Act as a primary point of contact to client facing teams, resolve/escalate tickets ,
- Coach and support team members ,
- Initiate and lead projects/initiatives driving process improvements ,
- Resolve/elevate all internal system-related issues, such as Salesforce ,
- Create processes/policies where applicable ,
- Document and maintain all processes into the team’s KB ,
- Have a great understanding of the organization, and direct requesters to the right resource as fast as possible ,
- Provide exceptional support to our internal customers, addressing inquiries and resolving tickets and escalations promptly ,
- Lead and mentor a team of technical support specialists, providing guidance and support to ensure high performance ,
- Foster a collaborative and innovative team environment ,
- Oversee the technical operations of business support systems, ensuring they meet performance and reliability standards ,
- Troubleshoot and resolve complex technical issues in a timely manner ,
- Initiate, manage and prioritize technical projects, ensuring they are completed on time ,
- Coordinate with stakeholders to gather requirements and define project scope ,
- Identify opportunities for process improvements and implement solutions to enhance efficiency and effectiveness ,
- Develop and maintain documentation for processes and procedures ,
- Work closely with cross-functional teams, including our partners in Business Operations, Billing and Finance, as well as our customers, the client facing teams. You can also expect close collaboration with IT, Product Development, and Customer Service, to align technical support with business goals ,
- Stay updated on industry trends and emerging technologies to recommend and implement innovative solutions ,
- Contribute to the development of the technology roadmap for business support
Benefits
- Equity benefits ,
- Wellness benefits ,
- Pet-friendly office ,
- Work from home opportunities ,
- Health insurance
