Technical Support Specialist

Pattern Bioscience

Technical Support Specialist responsible for delivering scalable technical support in a hybrid role. Collaborating across teams to resolve user issues in a fast-growing ecommerce company.

Posted 6/2/2026full-timeLehi • Utah • 🇺🇸 United StatesJuniorWebsite

About the role

Key responsibilities & impact

Own technical support end-to-end, including escalations and high-impact issues.
Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.
Troubleshoot complex SaaS issues across integrations, APIs, and platform workflows.
Establish clear support paths for bugs, feature requests, and system issues.
Ensure consistent, high-quality communication with customers and internal stakeholders.
Build and optimize scalable support workflows to improve efficiency and experience.
Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).
Identify trends and recurring issues to reduce ticket volume and improve product usability.
Define and maintain escalation frameworks and severity levels.
Translate support insights into clear, actionable feedback for Product and Engineering.
Partner on prioritization of bugs, features, and improvements.
Ensure issues are documented with clear reproduction steps, impact, and context.
Track and communicate the status of bugs, fixes, and releases to users and stakeholders.
Own internal and external knowledge base content, ensuring accuracy and usability.
Create and maintain troubleshooting guides, SOPs, and support playbooks.
Standardize processes and responses to drive consistency across the team.
Partner with CS, Ecommerce, Product, Engineering, and Implementation teams to improve the end-to-end user experience.
Support product launches by ensuring support readiness and documentation.
Act as the technical liaison between teams, simplifying complex issues into clear next steps.
Mentor team members on technical troubleshooting and best practices.
Serve as the go-to resource for technical support knowledge.
Contribute to a culture of ownership, accountability, and continuous improvement.

Requirements

What you’ll need

Bachelor’s degree or equivalent experience.
1+ years in SaaS Customer Support or Technical Support.
Experience handling escalations and complex technical issues.
Strong troubleshooting skills across SaaS platforms, integrations, and APIs.
Experience working cross-functionally with Product and Engineering.
Strong communication and problem-solving skills.
Tools & Systems :
Zendesk, ClickUp (ticketing, workflows, reporting)
Asana (project tracking, bug intake)
APIs & integrations (webhooks, data flow concepts)
Logging/debugging tools
Github, Cursor, or similar tools (preferred)
AI tools for troubleshooting and workflow efficiency
Pattern-developed platforms and tools

Benefits

Comp & perks

Unlimited PTO
Paid Holidays
Onsite Fitness Center
Company Paid Life Insurance
Casual Dress Code
Competitive Pay
Health, Vision, and Dental Insurance
401(k) match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaStroubleshootingescalation managementAPI integrationworkflow optimizationsupport metricsbug trackingtechnical supportproblem-solvingdata flow concepts

Soft Skills

communicationleadershiporganizational skillsmentoringcollaborationaccountabilitycontinuous improvementcustomer focusprioritizationadaptability

Certifications

Bachelor's degreeTechnical Support certification