Senior Technical Specialist

FormAssembly

Senior Technical Support Specialist troubleshooting complex SaaS web forms and Salesforce integrations for FormAssembly. Resolving customer cases, escalating defects, and mentoring support specialists.

Posted 8/18/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $62,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues within web-based SaaS products, particularly with Salesforce integrations. Strong written communication skills are essential for effective customer support and internal documentation.

Highest-signal resume keywords

Salesforce ExperienceHTML ProficiencyCSS TroubleshootingJavaScript UnderstandingTechnical Customer Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingWeb-Based SaaS DiagnosisError InterpretationField MappingsObject RelationshipsConnector ConfigurationBug ReportingDOM InspectionConditional LogicStyling Conflicts

Soft Skills

Written CommunicationMentoringTeam CollaborationProblem Solving

Tools & Technologies

SalesforceBrowser Developer ConsoleTicketing SystemsSlack

Industry Keywords

Technical SupportCustomer-Facing RoleRemote WorkForm ModerationBad-Actor Review

About the role

Key responsibilities & impact

Resolve customer issues over email and chat, focusing on the technically complex end of the queue
Diagnose problems across web forms, conditional logic, styling, and integrations
Troubleshoot Salesforce integration issues, including field mappings, error messages, object relationships, and connector configuration
Reproduce issues and scope them clearly before escalating to Tier 2 or Engineering
Monitor queues and Slack for trending problems and release-related issues, and escalate patterns early
Answer teammates’ questions in Slack and act as a go-to resource for Specialists working through hard cases
Mentor newer team members, including through the Support Buddy program for new hires
Write and improve internal documentation, troubleshooting guides, and process notes
Contribute to weekly case reviews and help raise case quality across the team
Assist with form moderation and bad-actor review
Share customer feedback and product friction with Support leadership, Product, and Engineering
Spend approximately 70% of time in the queue, 20% on team development, and 10% in meetings

Requirements

What you’ll need

2+ years in a technical, customer-facing support role, with demonstrated experience troubleshooting beyond documented procedures
Strong written communication — clear, warm, and technically accurate
Experience diagnosing issues in a web-based SaaS product
Salesforce experience as a power user or administrator
Comfortable working remotely with reliable and secure internet access
HTML — reading and interpreting form structure, embedded forms, and iFrame publishing
CSS — diagnosing styling conflicts and selector specificity issues
JavaScript — reading errors and understanding form logic and dynamic behavior
Browser developer console — independent error diagnosis and DOM inspection
Salesforce — field mappings, error interpretation, object relationships, and connector configuration
Ticketing systems — clear bug reports with reproduction steps and severity assessment
Must be in the United States

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
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