Conversica

Senior Technical Support Specialist

Conversica

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $28 - $31 per hour

Job Level

Senior

Tech Stack

ServiceNowSQL

About the role

  • Troubleshoot and diagnose non-standard and complex technical issues using internal tools, SQL queries, and external resources.
  • Engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a next-level support experience.
  • Serve as the primary escalation point for Tier 1, handling escalated tickets with professionalism and empathy.
  • Triage and escalate bug and problem tickets to Product and Engineering, including reproducing issues, documenting root causes, and recommending potential fixes.
  • Proactively communicate escalations, outages, and their business impact to leadership and affected stakeholders.
  • Partner with Product, Engineering, and Customer Success teams on high-priority tickets and systemic product improvements.
  • Cultivate a deep knowledge of Conversica’s software and mentor Tier 1 support staff, sharing knowledge and coaching on advanced troubleshooting.
  • Analyze ticket trends, conduct root cause analysis, and propose long-term solutions to prevent repeat issues.
  • Document ticket notes and customer interactions thoroughly and accurately in the support ticketing system.
  • Write and contribute content to the knowledge base, including advanced troubleshooting guides and escalation playbooks.
  • Assist customers with navigation and troubleshooting as needed, but primarily focus on resolving complex and escalated issues.
  • Apply account optimizations and customizations submitted internally by the Customer Success team.

Requirements

  • 3+ years experience in a SaaS technical support role required.
  • Proven technical aptitude with ability to troubleshoot and resolve complex issues independently.
  • Knowledge of sales and marketing tech stacks, including marketing automation platforms, CRMs, and integrations.
  • Strong understanding of logic functions and ability to create formulas.
  • Proficient in SQL with ability to write, test, and troubleshoot queries.
  • Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow.
  • Strong problem-solving, critical thinking, and time-management skills.
  • Excellent written and verbal communicator; able to deliver clear, empathetic, and professional customer interactions.
  • Experience mentoring or training Tier 1 support staff preferred.
  • Self-motivated and able to work independently or cross-functionally in fast-paced environments.
  • High school diploma or equivalent with relevant work experience. Associate degree or higher preferred.
  • Availability to work Pacific or Mountain time zone hours.
Benefits
  • Comprehensive health, dental, and vision benefits
  • PTO
  • Holiday pay
  • 401k
  • Equity

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
SQLtroubleshootingroot cause analysisticketing systemsmarketing automation platformsCRMslogic functionsformulasaccount optimizationscustomizations
Soft skills
problem-solvingcritical thinkingtime-managementcommunicationempathymentoringself-motivatedindependent workcross-functional collaborationcustomer interaction
Certifications
high school diplomaassociate degree