Technical Support Specialist, Client Success
Core
Bridge between Client Success and Engineering to investigate complex technical issues, data discrepancies, and integrations for SaaS clients.
Role type
Senior IC technical support specialist (SaaS)
Builds
Escalation management workflows and technical troubleshooting frameworks
Domain
SaaS analytics and e-commerce marketplace reporting
Deliverable
client delivery
Required skills
SaaS technical support, API troubleshooting, root-cause analysis, ticketing systems, technical documentation, cross-functional collaboration
Preferred skills
Jira, SQL, data analytics, BI platforms, e-commerce platform experience (Amazon Seller Central, Shopify, Walmart)
Technologies
Intercom, Jira, SQL, BI platforms
Responsibilities
Investigate complex platform issues and client-reported discrepancies; Perform root-cause analysis across marketplace, platform, and data-related issues; Act as the primary escalation point for advanced support issues; Provide technical guidance to frontline Client Success Agents; Identify opportunities to improve technical support workflows
Seniority
Mid-level, hands-on IC