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 exceptional customer support to our clients, troubleshooting complex technical issues, and collaborating with our product teams to identify and resolve problems.

Responsibilities:

• Communicate efficiently and effectively with our customers, using our own product to do most of our support, but also making outbound phone calls as part of our offering.
• Own customer communications and issues from initial contact until resolution.
• Become an encyclopedia of knowledge about how Intercom works and what it is capable of.
• Work directly with product teams to identify current issues and offer 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 to learn the product and CS workflows, and successfully pass relevant assessments.
• In your first 60 days, you will continue to complete CS trainings and pass relevant assessments successfully and on schedule, 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 and action feedback, begin a personal growth tracker document with your manager for ongoing development, contribute outside of the inbox via sharing suggestions and ideas for how we can improve, 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.).
• A 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 (excels at & enjoys helping customers).
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone & language, personable).
• Strong problem-solving skills (ability to think critically and learn on-the-fly).
• Ability to troubleshoot and utilize resources to answer questions on baseline topics.
• Ability to take on & action feedback, as well as deliver feedback consistently and at a high quality to peers, managers, and cross-functional partners.

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 equity in a fast-growing start-up.
• Catered lunch every weekday, plus a fully stocked kitchen.
• Regular compensation reviews,we reward great work!
• Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
• Flexible paid time off policy.
• Healthcare stipend towards private health insurance for you and your partner/spouse.
• MacBooks are our standard, but we also offer Windows for certain roles when needed.

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