EnrollHere, Inc.

Lead Technical Support Specialist

EnrollHere, Inc.

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • - Serve as the primary escalation point for complex Tier 2–3 issues involving platform workflows, integrations, dialer tools, and account configurations.
  • - Respond to high-impact agent, partner, and internal inquiries via Intercom (chat & email) with speed, clarity, and empathy.
  • - Ensure SLA adherence and consistent response quality across active conversations.
  • - Identify patterns in support issues and proactively recommend solutions.
  • **Support Leadership & Enablement**
  • - Act as a day-to-day lead for the support function, helping unblock teammates and setting quality standards.
  • - Review tickets for accuracy, tone, and technical correctness.
  • - Assist with onboarding and ramping new support hires.
  • - Contribute to and refine support macros, workflows, and automations in Intercom.
  • **Technical Troubleshooting**
  • - Diagnose browser-based issues using developer tools, console logs, cookies, network requests, and basic HTML/CSS inspection.
  • - Clearly document bugs, edge cases, and reproduction steps for Engineering.
  • - Partner with Product and QA to validate fixes and communicate resolutions back to users.
  • **Documentation & Process Improvement**
  • - Own and improve internal and external documentation using Notion and Intercom Articles.
  • - Identify gaps in onboarding, help content, and self-service resources.
  • - Help scale support operations by improving workflows, tagging, reporting, and escalation paths.
  • What Success Looks Like
  • - Own and scale technical support operations, including escalations, workflow optimization, and Intercom efficiency.
  • - Improve documentation, onboarding flows, and self-service resources to reduce repeat issues.
  • - Act as a strong technical liaison between Support, QA, and Engineering to improve issue resolution and product feedback loops.

Requirements

  • - 2–4 years of experience in technical support, customer support, or a similar role.
  • - Strong hands-on experience with Intercom (Inbox, Articles, automations, macros).
  • - Experience working in a ticket-based support environment (Intercom, Zendesk,
  • - Freshdesk, Jira Service Management, etc.).
  • - Comfortable troubleshooting browser-based applications using developer tools.
  • - Excellent written communication and a calm, customer-first mindset.
  • - Proven ability to manage multiple priorities in a fast-paced, remote environment.
Benefits
  • We believe in taking care of our team, which is why we offer a comprehensive benefits package that supports your health, wellness, and future:
  • - **Medical:** 4 United Healthcare medical plans (including an HSA option)
  • - **Dental:** 3 dental plans (Aetna and MetLife)
  • - **Vision:** 2 Aetna vision plans
  • - **Wellness & Mental Health:** 5 additional Medical Plus benefits, including telehealth support and an annual Talkspace subscription
  • - **Ancillary Coverage:** 4 ancillary plans and supplemental life insurance
  • - **Retirement:** 401(k) with a 4% match (after a 90-day exclusionary period)
  • - **PTO & Flexibility:** Generous PTO and remote work support
  • - **Growth:** Learning stipends and opportunities for professional development
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supporttroubleshootingHTMLCSSdocumentationworkflow optimizationescalation managementbug diagnosisprocess improvementticket management
Soft Skills
communicationempathyleadershipproblem-solvingorganizationcustomer-first mindsetattention to detailcollaborationadaptabilitytime management