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Technical Support Specialist
parcelLabTechnical Support Specialist providing 2nd level technical support to B2B customers while collaborating with internal teams for product improvements. Supporting operational business concerns and optimizing customer experience.
About the role
Key responsibilities & impact- Serve as 2nd level support for our B2B customers, handling escalations passed on from our first-line support team
- Solve customer concerns arising from day-to-day operational business, using sound judgment on more complex or ambiguous cases
- Conduct deeper technical investigations into issues beyond first-line troubleshooting, including reviewing filter logic written in JavaScript
- Implement customer requests directly within the system
- Advise customers on optimizations, suggestions for improvement, and product information
- Recognize patterns across customer inquiries and flag recurring issues or improvement opportunities to the wider team
Requirements
What you’ll need- Some prior experience in a customer support, success, or operations role (B2B SaaS a plus)
- Ability to read and understand JavaScript
- A customer-focused mindset with strong problem-solving skills
- Comfort working directly within a software platform to action customer requests
- Clear, confident communication, both written and verbal
- Ability to translate customer needs into practical product guidance
- Good judgment on when to resolve directly versus escalate further
- Strong, native-level English; additional languages are a plus
- A proactive, team-oriented approach to collaborating across departments
Benefits
Comp & perks- Competitive compensation
- Remote-friendly culture with flexible work environment
- Collaborative, inclusive, and ambitious culture
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
JavaScriptTechnical TroubleshootingOperational SupportSystem ImplementationCustomer Request Management
Soft Skills
Problem-SolvingTeam CollaborationJudgmentProactive ApproachCommunication