Technical Support Specialist

Job Title: Technical Support Specialist

We are seeking a highly skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing fantastic customer support to our customers. You will be the go-to person for complex technical queries and will work closely with our product teams to identify and resolve issues.

Responsibilities:

• Communicate efficiently and effectively with our customers using our own product and outbound phone calls.
• Own customer communications and issues from initial contact until resolution.
• Become an expert on how Intercom works and what it is capable of.
• Work with product teams to identify current issues and provide informed opinions on potential solutions.
• Debug complex issues with an understanding of both our own codebase and the many technologies employed by our customers.

What Your First 6 Months Will Look Like:

• In your first 30 days, you will complete company onboarding, become familiar with Intercom's values, strategy, and goals, dive into CS-specific trainings, learn the product and CS workflows, and successfully pass relevant assessments.
• In your first 60 days, you will continue to complete CS trainings, pass relevant assessments, independently inbox using the resources and supports provided, and demonstrate ownership in the execution of your work.
• In your first 90 days, you will receive QA reviews, begin a personal growth tracker document, contribute outside of the inbox, and successfully meet KPI targets and/or goals.

Requirements:

• 3-4+ years of technical support experience, ideally within a software/SaaS environment.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.).
• Basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn't possible with Intercom's REST API.
• Strong customer focus, strong communication skills, strong problem-solving skills, ability to troubleshoot and utilize resources to answer questions on baseline topics, and ability to take on & action feedback.

Bonus Skills & Attributes:

• Experience using Intercom, or similar SaaS platforms.
• Experience as Tier 2 or similar level of support.
• Experience in coaching & mentoring teammates.
• Experience in helping customers make the most of their current subscriptions.
• Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

You'll Thrive Here If You:

• Are passionate about leveraging AI to enhance support experiences and drive team performance.
• See support as an exciting opportunity to solve daily customer-related puzzles.
• Like finding ways to work smarter, not just harder.
• Are hungry to learn, iterate, and help build something great.
• Are excited by ownership, accountability, and feedback,you don't just do the work, you shape how it's done, and are ok with sharing both constructive feedback & kudos about it.

Benefits:

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews,great work is rewarded!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• In-office bicycle storage.
• Fun events for Intercomrades, friends, and family!