Job Description
Description
As a Principal Technical Support Specialist, you serve as a highly experienced individual contributor and technical leader within the Tier 1 team. You handle the most complex and high-impact customer issues, act as a key escalation point, and help drive the overall quality and effectiveness of support.
You play a critical role in bridging Tier 1 and Tier 2, ensuring escalations are well-understood, properly scoped, and efficiently resolved. In addition to supporting customers, you elevate the team by mentoring peers, refining troubleshooting approaches, and contributing to process and knowledge improvements.
You help foster a collaborative and high-performing team environment where continuous learning, accountability, and customer-first thinking are at the forefront.
Overall Responsibilities:
- Spend a majority of your day resolving complex customer issues via email, chat, and other support channels
- Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases
- Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues
- Provide real-time guidance and support to team members via Slack and case collaboration
- Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts
- Contribute to and help maintain internal documentation, troubleshooting guides, and support processes
- Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality
- Help ensure consistency and quality in customer interactions and technical resolutions
- Participate in initiatives that improve team efficiency, workflows, and customer experience
Day to Day Responsibilities
You’ll spend:
- 60% of your week in the queue handling customer cases, with a focus on complex and escalated issues
- 20% supporting team development – mentoring, assisting with escalations, and contributing to training efforts
- 10% working on process improvements, documentation, and cross-functional collaboration (Tier 2, Product, Engineering)
- 10% in meetings – team, department, cross-functional syncs, and 1:1 with manager
- Actively monitor queues and Slack to identify escalation needs, trends, and areas of risk
- Step in on challenging cases to guide resolution and ensure strong customer outcomes
- Assist in reviewing and improving case handling quality across the team
- Share insights and feedback on product issues, support gaps, and training opportunities
- Help disseminate knowledge across the team and ensure alignment on new processes or updates
- Partner with leadership to surface opportunities for improvement across support operations
About You
- You have a high level of personal and work integrity
- You lead through influence and expertise, not authority
- You are deeply customer-focused and advocate for the best possible experience
- You are an expert problem solver who thrives on complex technical challenges
- You are a strong communicator, able to translate technical concepts clearly
- You proactively identify issues, patterns, and opportunities for improvement
- You enjoy mentoring others and helping elevate team performance
- You are highly adaptable and comfortable operating with autonomy
- You have a strong understanding of front-end web technologies and system behavior
Requirements:
- 4–6+ years in a technical, customer-facing support role
- Strong experience handling escalated or complex technical issues
- Willingness to join customer facing phone calls to troubleshoot technical issues.
- Demonstrated ability to mentor and support peers without formal management responsibilities
- Advanced understanding of product functionality, integrations, and troubleshooting methodologies
- Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2)
- Remote employees are required to have reliable and secure internet access
Proposed Core Technical Requirements
- HTML — Reading and interpreting form structure, iFrame publishing, embedded forms
- CSS — Diagnosing styling conflicts, selector specificity, theme-level issues
- JavaScript / jQuery — Reading JS errors, understanding form logic and dynamic behavior
- Browser Developer Console — Independent log review, DOM inspection, error diagnosis
- Salesforce — Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication
- Diagnostic Tools — New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing)
- Jira — Bug ticket creation, severity/priority assessment, known issue mapping
- Written Communication — Clear, technical-to-plain-language translation for email-based customer responses
Nice-to-Have
- Salesforce Administrator Certification
- REST API literacy
- DNS / SSL fundamentals
- XML (form source reading)
Salary Range: $65,000 - $70,000
FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more about it here. Some of our benefits include:
- Health benefits (health, dental, vision) for Team Members based in the United States
- Mental Health benefits with SpringHealth
- 401(k) with 4% company match
- Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
- 9 paid company holidays
- Flexible work schedule; work from anywhere!
- Generous Paid parental leave (up to 16 weeks)
- Charitable contribution match
- Budget for professional development
- Company provided Mac laptop
You’ll be joining a talented and fun team, working together to build something great!
