Technical Success Support, Specialist
Core
Trusted advisor and technical troubleshooter for B2B SaaS clients in the social good/education sector, resolving complex software issues and ensuring product value.
Role type
Associate Specialist Technical Success Support (IC)
Builds
Enterprise-grade software solutions for non-profits, educational institutions, and payment processing clients
Domain
B2B SaaS, Social Good, Education Technology, Payment Processing
Deliverable
client delivery
Required skills
technical troubleshooting, diagnostic tool usage (browser dev tools, API testing, logs), CRM/case management systems, API understanding, authentication processes (SSO/MFA), email deliverability protocols (SPF/DKIM/DMARC), payment platform familiarity
Preferred skills
educational software support experience, North American education system knowledge, accounting/finance/bookkeeping experience, merchant processing experience, alternative payment methods knowledge
Technologies
Salesforce, Zendesk, Postman, Single Sign-On (SSO), Multi-Factor Authentication (MFA), PayPal, Venmo, Apple Pay
Responsibilities
deliver high-quality technical support via chat/phone/web, triage and troubleshoot software incidents, author and maintain Knowledgebase articles, analyze case trends to identify root causes, act as liaison between customers and internal teams, stay current on product updates
Seniority
Associate, entry-level IC