Technical Support Specialist

Job Description:

Schedule

This position operates on a 4-on, 4-off rotating roster with hybrid shifts between 6am–6pm and 8am–8pm.

About the Role

We're looking for a Technical Support Specialist who is passionate about fixing problems, supporting customers and making a real impact. In this role, you'll help onboard, troubleshoot and help guide customers to deliver content to their recipients. You will work with the team as a whole to provide clear communication and resolution to the business and customers.

This role focuses on troubleshooting, platform guidance, and ensuring reliable messaging outcomes for customers.

You will work closely with cross-functional GTM pods, as well as Engineering and Product, to resolve issues, support customer needs, and continuously improve the customer experience.

If you thrive on solving problems, enjoy engaging with people on the front line and want to play a key role in customer success - we'd love to hear from you.

Key Responsibilities

Technical Support

• Act as a trusted advisor, providing support to customers, sales agents and internal teams.
• Deliver technical assistance across helpdesk tickets, web chat and phone calls.
• Offer guidance for cross-selling and customer development, ensuring technical accuracy and confidence.

Systems Support

• Deeply understand our products and APIs to help customers get maximum value.
• Provide technical consultancy and insights to support product and tech stack improvements.
• Review message campaigns and apply best practice logic.

Quality & Escalation

• Handle support tickets with professionalism and urgency.
• Triage issues and escalate when needed to ensure resolutions exceed expectations.

Skills & Experience

Experience in:

• Account management or technical support for SaaS, web, IT, or telco products.
• Diagnosing and resolving technical issues effectively while actively managing customer expectations.

Strong abilities in:

• Written and verbal communication across technical and non-technical audiences.

What You'll Bring

• A natural desire to solve problems and help people.
• Ability to communicate clearly under pressure.
• A collaborative mindset and a proactive approach to learning.
• Confidence in working across time zones and with global teams.

Why Join Us

You'll be joining a company that values your expertise, trusts your judgment and supports your career growth. As a key part of our support team, your feedback will help shape the future of our products and how we serve customers around the world.