Technical Customer Support Specialist
Core
First point of contact for customers troubleshooting issues with Zoo Design Studio and Zookeeper, guiding users through best practices and onboarding.
Role type
Technical Customer Support Specialist
Builds
Customer success for SaaS hardware design tools and AI-powered engineering workflows
Domain
Hardware design software / CAD / AI engineering tools
Deliverable
client delivery
Required skills
Troubleshooting technical issues, explaining technical concepts clearly, managing multiple customer conversations, creating support documentation, gathering user feedback
Preferred skills
Familiarity with mechanical design or 3D modeling, experience creating technical tutorials
Technologies
Zoo Design Studio, Zookeeper, CAD workflows
Responsibilities
Serve as primary point of contact across email, social media, and support tickets; troubleshoot technical issues related to CAD workflows and AI features; investigate bugs and partner with engineering; create and maintain support documentation; identify customer pain points to recommend product improvements; assist with onboarding and licensing; monitor support metrics.
Seniority
Mid-level, hands-on IC
