Sr. Support Specialist

📋 Description

• Own complex and escalated customer issues from initial investigation through resolution, ensuring
• Manage, respond to, resolve, and route support tickets through Zendesk, collaborating closely with
• Develop and execute plans to identify, escalate, and resolve operational challenges.
• Manage technical escalations through Jira, working with Engineering and Product teams to reproduce
• Act as a subject matter expert for one or more product areas, providing technical guidance and
• Establish methods and procedures for new or specialized assignments while coordinating the work of

🎯 Requirements

• Must be authorized to work in the United States without additional sponsorship due to data access
• At least 6 years of customer-facing support experience, including 2 or more years in a senior
• Previous experience working in a B2B SaaS environment.
• Hands-on experience with ticketing and issue-tracking platforms such as Zendesk, Jira, or
• Demonstrated experience leading cross-functional projects, initiatives, or process improvements.
• Experience mentoring, training, or guiding other customer support professionals.

🎁 Benefits

• Annual salary: $65,000–$80,000, depending on experience.
• Equity compensation in the form of Restricted Stock Units (RSUs).
• Comprehensive health insurance options.
• Generous paid time off.
• Scheduled company-wide wellness holidays.
• Retirement savings options.