Principal Technical Support Specialist

FormAssembly

Principal Technical Support Specialist managing complex technical support for customers. Mentoring peers and driving resolution with cross-functional teams in a remote setting.

Posted 4/30/2026full-timeRemote • 🇺🇸 United StatesLead💰 $65,000 - $70,000 per yearWebsite

Tech Stack

Tools & technologies

CloudDNSJavaScriptjQuery

About the role

Key responsibilities & impact

Spend a majority of your day resolving complex customer issues via email, chat, and other support channels
Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases
Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues
Provide real-time guidance and support to team members via Slack and case collaboration
Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts
Contribute to and help maintain internal documentation, troubleshooting guides, and support processes
Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality
Help ensure consistency and quality in customer interactions and technical resolutions
Participate in initiatives that improve team efficiency, workflows, and customer experience

Requirements

What you’ll need

4–6+ years in a technical, customer-facing support role
Strong experience handling escalated or complex technical issues
Willingness to join customer facing phone calls to troubleshoot technical issues.
Demonstrated ability to mentor and support peers without formal management responsibilities
Advanced understanding of product functionality, integrations, and troubleshooting methodologies
Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2)
Remote employees are required to have reliable and secure internet access
Proposed Core Technical Requirements
HTML — Reading and interpreting form structure, iFrame publishing, embedded forms
CSS — Diagnosing styling conflicts, selector specificity, theme-level issues
JavaScript / jQuery — Reading JS errors, understanding form logic and dynamic behavior
Browser Developer Console — Independent log review, DOM inspection, error diagnosis
Salesforce — Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication
Diagnostic Tools — New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing)
Jira — Bug ticket creation, severity/priority assessment, known issue mapping
Written Communication — Clear, technical-to-plain-language translation for email-based customer responses

Benefits

Comp & perks

Health benefits (health, dental, vision) for Team Members based in the United States
Mental Health benefits with SpringHealth
401(k) with 4% company match
Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
9 paid company holidays
Flexible work schedule; work from anywhere!
Generous Paid parental leave (up to 16 weeks)
Charitable contribution match
Budget for professional development
Company provided Mac laptop

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

HTMLCSSJavaScriptjQuerySalesforceNew RelicPostmanMxToolBoxSauceLabsJira

Soft Skills

mentoringproblem-solvingcommunicationcollaborationcustomer servicetechnical supporttroubleshootingteam efficiencyworkflow improvementcase quality