Associate Specialist, Executive Escalations & Premium Support
Core
Tier 3 specialist providing advanced troubleshooting, workflow solutions, and coaching for ServiceTitan's SaaS platform to resolve complex customer and internal support issues.
Role type
Senior IC technical support specialist (Tier 3)
Builds
Advanced troubleshooting workflows and solutions for ServiceTitan's SaaS platform
Domain
SaaS / Telecom / Customer Support
Required skills
Advanced troubleshooting, workflow solution design, product subject matter expertise, call handling, incident management, bug identification, technical coaching
Preferred skills
SQL, Kibana, Fullstory, Excel/GSheets, Quickbooks, Dialpad, Yext, Azuga
Technologies
Salesforce Support Console, Universal Search, Confluence, Slack, JIRA, Quickbooks, Dialpad, Yext, Azuga
Responsibilities
Act as Tier 3 Specialist supporting Tier 1 and Tier 2 Support Agents; Provide advanced level 3 troubleshooting and workflow solutions; Identify advanced troubleshooting workarounds; Deescalate customers through expert product knowledge; Recognize unintended bugs and recommend escalation paths; Provide guidance to level up Support Agents' technical knowledge; Assist in managing emergency protocol and incidents.
Seniority
Mid-level, hands-on IC
