Support Technician
Purvis Systems
Technical Support Specialist
Skedda
full-time
Posted on:
Location Type: Hybrid
Location: Boston • Florida, Massachusetts, Minnesota, Missouri, New Hampshire, North Carolina, Rhode Island, Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Act as a technical product expert, resolving customer issues via email, chat, and video calls within established SLAs
- Monitor and manage the support ticket queue, prioritizing, escalating, and ensuring timely resolutions
- Collaborate with Engineering and Product to troubleshoot, document, and communicate bugs and feature requests
- Partner with Customer Success to help unblock users and drive adoption of platform features
- Create and maintain FAQs, troubleshooting guides, and knowledge base resources
- Participate in knowledge sharing and cross-training to strengthen team capability
- Contribute to product demonstrations and technical discussions with customers when needed
Requirements
- 3+ years of experience in a technical customer support role
- Strong technical foundation with the ability to troubleshoot SaaS applications and integrations (e.g., Microsoft365, Google Workspace, Slack, SCIM, or similar)
- Experience debugging and resolving API or integration issues using logs and monitoring tools
- Strong communication and problem-solving skills, adaptable to both technical and non-technical audiences
- Customer-first mindset, resourceful, and proactive in identifying and resolving issues
- Experience with ticketing and collaboration tools (e.g., Zendesk, Intercom, Jira)
- Organized, self-motivated, and comfortable managing multiple priorities in a fast-paced environment
Benefits
- Competitive salary, benefits package, and paid time off
- Flexible schedule
- Creative and collaborative work environment
- Direct exposure to the leadership team across departments
- Be empowered to leave a significant mark on the product and the customers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingSaaS applicationsAPI debuggingintegration issueslogs monitoring
Soft skills
communicationproblem-solvingcustomer-first mindsetresourcefulnessadaptabilityself-motivationorganizational skills
