Togetherwork

Tier 3 Senior Support Specialist

Togetherwork

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $50,000 - $55,000 per year

Job Level

Senior

Tech Stack

SQL

About the role

  • The Tier 3 Senior Support Specialist is a key member of the Operations Team, requiring advanced technical expertise, strong troubleshooting skills, and a deep understanding of the company’s software, systems, and processes. This role plays a vital part in ensuring customer success by managing the most complex support cases and providing high-touch service to enterprise partners.
  • In addition to owning enterprise support, the Tier 3 Specialist will collaborate closely with cross-functional teams—including Product, Engineering, and other Operations groups—to resolve critical issues that impact customer satisfaction and retention. While enterprise support is the primary responsibility, this individual may also assist with broader partner and applicant support during high-volume periods or time-sensitive deadlines.
  • As a player-coach, the Tier 3 Senior Support Analyst will actively manage tickets while mentoring and guiding other support team members. Over time, the scope of this role may evolve to align with organizational priorities and better serve the needs of partners and users.
  • Responsibilities:
  • Provide high-touch, white-glove support to enterprise clients, ensuring timely, accurate, and empathetic responses to complex inquiries and technical issues
  • Troubleshoot advanced technical issues, including bug replication, platform behavior analysis, and environment-specific troubleshooting
  • Create detailed Jira tickets for bugs, ensuring clear documentation for the Product and Engineering teams
  • Collaborate closely with Account Relations and Product teams to ensure enterprise partners' needs are understood, communicated, and prioritized
  • Reproduce and troubleshoot reported bugs to assist in root cause identification
  • Maintain and regularly update Help Center resources for both partners and applicants
  • Analyze support trends to identify recurring issues, suggest improvements, and enhance the user experience
  • Create and refine support processes to improve efficiency, ticket resolution times, and user satisfaction
  • Monitor support queues to ensure SLA adherence and appropriate prioritization
  • Identify opportunities to automate repetitive tasks or enhance self-service resources
  • Mentor and help train other technical support team members

Requirements

  • 2+ years of experience in a technical support or customer success role, preferably in a SaaS environment, with a focus on serving enterprise customers
  • Familiarity with Jira (or similar issue-tracking tools) and ability to write clear, reproducible bug reports
  • Experience with Zendesk or other similar support-related ticketing software
  • Strong troubleshooting and problem-solving skills with a proactive, resourceful mindset
  • Excellent written and verbal communication skills
  • Excellent communication and interpersonal skills, with the ability to communicate complex technical concepts to non-technical audiences
  • Experience managing a Help Center or user-facing documentation
  • Strong understanding of SQL and network operating systems
  • Comfortable supporting both enterprise-level partners and individual users with empathy and clarity