Senior Technical Support Specialist (EST)

We’re looking for Senior Technical Support Specialist to join our Customer Support team in the US (EST time zone). 
In this role, you will… 

• Solve Complex Technical Challenges: Tackle intricate technical issues and provide expert-level support for our most demanding customers.
• Build Strong Customer Relationships: Collaborate closely with customers to understand their unique needs, offer strategic advice, and deliver exceptional service.
• Drive Product Innovation: Work with cross-functional teams to identify opportunities for improvement and contribute to the development of new features.

Your day-to-day work and responsibilities include…

• Customer Support: Serve as the primary point of contact for complex technical issues, providing expert-level support via multiple channels (email, phone, chat).
• Customer Collaboration: Collaborate with customers to understand their needs, provide tailored solutions, and manage expectations.
• Technical Troubleshooting: Diagnose and resolve advanced technical problems related to our marketing analytics platform, including software configuration, data integrations, and API usage.
• Issue Resolution: Escalate critical issues to relevant teams, track their progress, and ensure timely resolution.
• Knowledge Management: Maintain and update technical documentation, including knowledge base articles and troubleshooting guides.
• Product Expertise: Stay current with product features, industry trends, and best practices to deliver effective support.
• Team Collaboration: Collaborate with cross-functional teams to share knowledge, improve processes, and enhance customer experience.

This position is for you if you have…

• 5+ years of experience in technical support, preferably in SaaS
• Strong troubleshooting skills for complex technical issues
• Proficiency in web technologies, APIs, data integrations, and data warehousing
• Basic programming or SQL knowledge
• Familiarity with Business Intelligence tools (e.g., Google Data Studio, Tableau)
• Experience with CRM systems and ticketing platforms (e.g., Salesforce, Freshdesk)
• Proficiency in using spreadsheets (Google Sheets, Excel)
• Excellent communication skills, both written and verbal, and the  ability to explain technical concepts clearly to non-technical users
• Customer-centric mindset with a focus on delivering exceptional support
• Ability to work independently and collaboratively in a fast-paced environment

Benefits we offer…

• Competitive compensation package including equity
• Excellent work equipment (Macbook + iPhone)
• Flexible remote work policy
• 100% paid medical, dental, vision for you and the whole family!
• Annual 1000 USD of personal learning budget
• Biweekly UberEats stipend
• 20 Days PTO + 10 Days Compassionate Leave
• Amazing culture and a lot of fun team events 
  

Benefits may vary depending on location. 

Hear why our team likes it here at supermetrics.com/careers/life-at-supermetrics.
#LI-Remote / #LI-Hybrid #LI-FullTime #LI-MiddleToSeniorLevel

Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected.
If you require any reasonable accommodations during the application or interview process, please do not hesitate to let us know. You can reach us at [email protected] All requests for accommodation will be kept confidential.