As a Technical Support Specialist, you will maintain relationships with some of the biggest brands, support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams. This role works on Tier 2 levels of support requiring more advanced technical acumen.What you'll be doing:- Respond to customer inquiries in Intercom; provide workarounds while issues are investigated- Diagnose and troubleshoot software issues; escalate via well-documented tickets in Linear- Investigate problems using data logs, platform/API testing, FullStory sessions, backend settings, and integration partners- Collaborate with engineering, support engineering, and product teams- Create RCA documentation as needed; create/maintain FAQs, playbooks, and troubleshooting tips- Assist onboarding for new team members; gather customer feedback to improve product/features and support processes- Participate in team meetings; stay up-to-date with product updates and industry trends- Establish performance metrics related to SLAs and KPIs (ticket volume, FTR, CSAT)What you should bring: Bachelor’s in CS/IT or equivalent experience; 2+ years in technical support at a software company; strong troubleshooting; familiarity with APIs, databases, SQL, and log/error monitoring; excellent communication; customer-oriented mindset; experience with Intercom/Zendesk/Linear/JIRA a plus; HR systems/ATS/multi-product suites preferred.Nice to have: B2B SaaS startup experience; remote work across time zones; SQL experience.