Job description
This position is remote and open to candidates located anywhere in the United States, with a preference for those based in or near Austin, TX due to opportunities for occasional in-person collaboration.
Job Summary:
The Tier 3 Senior Support Specialist is a key member of the Operations Team, requiring advanced technical expertise, strong troubleshooting skills, and a deep understanding of the company’s software, systems, and processes. This role plays a vital part in ensuring customer success by managing the most complex support cases and providing high-touch service to enterprise partners.
In addition to owning enterprise support, the Tier 3 Specialist will collaborate closely with cross-functional teams—including Product, Engineering, and other Operations groups—to resolve critical issues that impact customer satisfaction and retention. While enterprise support is the primary responsibility, this individual may also assist with broader partner and applicant support during high-volume periods or time-sensitive deadlines.
As a player-coach, the Tier 3 Senior Support Analyst will actively manage tickets while mentoring and guiding other support team members. Over time, the scope of this role may evolve to align with organizational priorities and better serve the needs of partners and users.
Responsibilities:
Provide high-touch, white-glove support to enterprise clients, ensuring timely, accurate, and empathetic responses to complex inquiries and technical issues
Troubleshoot advanced technical issues, including bug replication, platform behavior analysis, and environment-specific troubleshooting
Create detailed Jira tickets for bugs, ensuring clear documentation for the Product and Engineering teams
Collaborate closely with Account Relations and Product teams to ensure enterprise partners’ needs are understood, communicated, and prioritized
Reproduce and troubleshoot reported bugs to assist in root cause identification
Maintain and regularly update Help Center resources for both partners and applicants
Analyze support trends to identify recurring issues, suggest improvements, and enhance the user experience
Create and refine support processes to improve efficiency, ticket resolution times, and user satisfaction
Monitor support queues to ensure SLA adherence and appropriate prioritization
Identify opportunities to automate repetitive tasks or enhance self-service resources
Mentor and help train other technical support team members
Qualifications:
2+ years of experience in a technical support or customer success role, preferably in a SaaS environment, with a focus on serving enterprise customers
Familiarity with Jira (or similar issue-tracking tools) and ability to write clear, reproducible bug reports
Experience with Zendesk or other similar support-related ticketing software
Strong troubleshooting and problem-solving skills with a proactive, resourceful mindset
Excellent written and verbal communication skills
Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical audiences
Experience managing a Help Center or user-facing documentation
Strong understanding of SQL and network operating systems
Comfortable supporting both enterprise-level partners and individual users with empathy and clarity
The Company offers a comprehensive employee benefits program, including:
- Medical, dental, and vision insurance options
- 100% Employer paid short/long term disability
- Basic Life
- 401(k) option with 100% company match
- Flexible paid personal/vacation time built on mutual trust and accountability
- 10 sick days annually
- 10 company paid holidays
- 6 weeks paid parental leave
Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.
Salary Range Disclosure
The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork’s total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.
Salary Range
US Remote: $50,000.00 - $55,000.00 USD per year
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