Technical Support Specialist

ASSA ABLOY Opening Solutions

. Provide timely, high-quality Level 1 and Level 2 technical support to customers via Zendesk .

Posted 5/7/2026full-timeRemote • Arizona, Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

JavaScriptPythonSQL

About the role

Key responsibilities & impact

Provide timely, high-quality Level 1 and Level 2 technical support to customers via Zendesk
Troubleshoot software issues, configuration questions, and workflow challenges
Support customers with integrations and APIs, including light debugging and technical investigation
Escalate product issues clearly and effectively to Engineering and Product teams
Act as a customer advocate by identifying recurring issues and root causes
Create, maintain, and improve support documentation, help articles, and in app training
Contribute to customer-facing training materials and enablement content
Help standardize responses and knowledge base content to improve resolution time and consistency
Help build and refine support processes, workflows, and SLAs as the team scales
Identify opportunities to leverage automation and AI to improve efficiency and customer experience
Collaborate with Product, Engineering, and CS to improve feedback loops and visibility into customer issues

Requirements

What you’ll need

3+ years of experience in technical support at a software or SaaS company
Experience handling Level 1 and Level 2 support tickets
Strong written and verbal communication skills
A customer first attitude
Problem-solver with a proactive, can-do attitude
Comfort working directly with customers on technical issues
Ability to document processes and explain technical concepts clearly
Light coding skills (e.g., JavaScript, Python, SQL) or experience troubleshooting APIs and integrations

Benefits

Comp & perks

Competitive compensation and benefits package
Bonus
401(k) plan
Education assistance
Company car
Innovative solutions development environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingAPIsdebuggingJavaScriptPythonSQLsupport documentationworkflow managementautomation

Soft Skills

communicationcustomer advocacyproblem-solvingproactive attitudecustomer-first attitudeprocess documentationcollaborationtraining developmentattention to detailadaptability