Technical Support Specialist
Core
Senior technical support specialist owning frontline quality, mentoring teammates, and resolving complex platform workflow and integration issues.
Role type
Senior IC technical support specialist (escalation & enablement)
Builds
Support workflows, automation macros, and documentation for healthcare enrollment platform
Domain
Healthcare technology / SaaS
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Intercom (Inbox, Articles, automations, macros), ticketing systems, browser-based troubleshooting, developer tools, HTML/CSS inspection, documentation management
Preferred skills
Workflow optimization, stakeholder liaison, process improvement
Technologies
Intercom, Zendesk, Freshdesk, Jira Service Management, Notion, Intercom Articles
Responsibilities
Serve as primary escalation point for Tier 2–3 technical and workflow issues; Respond to high-impact agent and partner inquiries via chat and email; Review tickets for accuracy and technical correctness; Diagnose browser-based issues using developer tools and console logs; Identify patterns in support issues and recommend solutions; Assist with onboarding new support hires; Contribute to and refine support macros, workflows, and automations; Own and improve internal and external documentation.
Seniority
Senior, hands-on IC with leadership responsibilities
