Technical Support Specialist - Remote

Overview

As a Tier 2 Technical Support Specialist, you will serve as a critical escalation point for complex technical issues, driving product stability and customer satisfaction.

In Short

• Provide expert troubleshooting and guidance on technical issues across multiple channels.
• Deliver a world-class customer experience by actively listening to concerns.
• Configure, troubleshoot, and resolve customer inquiries related to software functionality.
• Escalate complex issues to Engineering and Product teams for resolution.
• Document all customer interactions and technical issues in HubSpot.
• Contribute to the growth of Prokeep’s knowledge base.
• Stay ahead of new features and educate customers on best practices.
• Availability for occasional after-hours coverage.

Requirements

• 2+ years of technical support experience in a SaaS environment.
• Knowledge of Microsoft technologies, including Active Directory and Azure.
• Strong understanding of Excel formulas and relational databases.
• Experience with API-based integrations.
• Comfort with reading system logs.
• Experience with ticket management tools like HubSpot.
• Strong communication skills to translate complex topics.
• Highly analytical and resourceful problem-solver.
• Customer-first mindset with a commitment to support experiences.
• Self-motivated with a strong sense of ownership.

Benefits

• Competitive Compensation: $65K-$80K.
• Equity Package to share in the growth.
• Comprehensive Benefits including health, dental, and 401(k).
• Flexible PTO with no preset limits.
• Remote & Hybrid Work options available.
• Yearly education stipend for professional development.