Technical Support Associate

As a Technical Support Associate, you'll support the resolution of merchant-facing technical issues by assisting the Technical Support Specialist in triaging, troubleshooting, and tracking incoming requests. You'll work closely with the Sales, Support, and Success teams to ensure issues are properly documented and moving toward resolution — from low alert matching rates to integration issues and doubts. This role is perfect for someone who is technically curious, organized, and thrives in a fast-paced, high-accountability environment.

What You'll Do

• Monitor and respond to technical support requests submitted via #tickets-technical, flagging urgent or complex issues to the Specialist.
• Assist in troubleshooting common technical issues including low alert matching rates, data synchronization problems, and integration issues and doubts under the Specialist guidance.
• Create threaded conversations to gather additional context from Sales, Support, and Success teams when ticket details are incomplete.
• Create and manage Linear tickets for all technical support requests, ensuring accurate documentation and consistent tracking.
• Maintain organized records of technical issues, resolutions, and troubleshooting steps to support knowledge sharing across the team.
• Provide regular status updates on open tickets so customer-facing teams can keep merchants informed.
• Support SLA adherence by flagging delays or blockers to the Specialist, based on the ticket's priority level, before the SLA is at risk of being breached.
• Assist in identifying recurring technical issues and patterns to support continuous improvement efforts.

What You'll Bring

• Basic technical proficiency with SaaS platforms and a genuine interest in troubleshooting integrations and data systems.
• Strong attention to detail and organizational skills for managing multiple tickets simultaneously.
• Clear written communication skills with the ability to relay technical information in a straightforward, accessible way.
• Familiarity with project management or ticketing tools such as Linear or Jira is a plus.
• Comfort working in Slack-heavy environments with threaded communication workflows.
• A proactive, can-do attitude — comfortable working independently on assigned tasks while knowing when to escalate.
• Prior experience in technical support, customer success, or a similar role is preferred but not required.