Technical Support Specialist - Remote

Overview

As a Technical Support Specialist at Fountain, you will maintain relationships with major brands, support various features and integrations, resolve issues, and represent the voice of the customer internally.

In Short

• Respond to customer inquiries via Intercom.
• Troubleshoot software issues and escalate when necessary.
• Investigate problems using data logs and API testing.
• Collaborate with engineering and product teams.
• Create Root Cause Analysis documentation.
• Maintain technical documentation, FAQs, and troubleshooting tips.
• Assist in onboarding new team members.
• Gather customer feedback for product improvements.
• Stay updated with product updates and industry trends.
• Establish performance metrics for service level agreements.

Requirements

• Bachelor’s degree in Computer Science or related field.
• 2+ years of technical support experience at a software company.
• Strong troubleshooting skills for complex issues.
• Familiarity with APIs, databases, and SQL.
• Excellent communication skills for technical information.
• Customer-oriented mindset with strong problem-solving abilities.
• Experience with ticketing systems like Intercom or Zendesk.
• Experience with HR systems and multi-product suites is preferred.

Benefits

• Flexible vacation policy.
• Paid holidays.
• Monthly lunch stipends.
• Annual allowances for ongoing education.
• Home office and wellness reimbursements.