Technical Customer Support Specialist

📋 Description

• Be the tech front line; own support via Intercom (email, chat, calls) to resolution.
• Diagnose root causes; provide clear workarounds; partner with Eng/Products.
• Escalate critical issues with context; keep customers informed.
• Own Custom Domain and SSO/SAML setups; manage certificates.
• Build knowledge base articles; enable AI deflection and self-service.
• Uphold quality standards; drive improvements; handle sensitive data.

🎯 Requirements

• Tech aptitude: SSO/SAML, DNS, custom domains, APIs, web tech.
• Experience in technical, customer-facing support; end-to-end ownership.
• Experience with Intercom or similar; open to AI automation.
• Clear, confident communicator with customers and internal teams; fluent English.
• Able to work on-site at NYC office twice a week.
• Think in systems; solve problems; document as you go.

🎁 Benefits

• Medical, dental, and vision coverage
• 401k with 5% matching
• 25 days PTO per year
• Paid educational and wellbeing days
• Parental, bereavement, and sick leave
• Home office setup budget