Technical Support Specialist
Core
Provide technical support and customer service for Higher Logic's cloud-based engagement platforms via multiple channels.
Role type
Technical Support Specialist (SaaS)
Builds
Customer success and issue resolution for online communities and marketing automation software
Domain
SaaS / Customer Support
Deliverable
client delivery
Required skills
troubleshooting, critical thinking, problem-solving, case management, web diagnostics, AI-assisted tools, documentation, communication
Preferred skills
SaaS experience, web technologies (HTML, CSS, JavaScript, APIs), browser developer tools, system monitoring
Technologies
Higher Logic, case-management systems, browser diagnostic tools, HAR files, logs, AI-assisted systems
Responsibilities
Investigate and resolve customer technical issues, use product knowledge and AI tools to research problems, communicate issue status and resolution, document interactions in case-management systems, escalate unresolved issues to internal teams
Seniority
Mid-level, hands-on IC
