Technical Customer Support Specialist

Zoo

Technical Customer Support Specialist providing customer support for Zoo Design Studio and Zookeeper. Engaging with customers to troubleshoot issues and guide them through best practices.

Posted 6/16/2026full-timeRemote • California • 🇺🇸 United StatesJuniorMid-Level💰 $60,000 - $80,000 per yearWebsite

Tech Stack

Tools & technologies

Zookeeper

About the role

Key responsibilities & impact

Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets
Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features
Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues
Escalate complex technical issues while maintaining clear communication with customers
Create and maintain support documentation, FAQs, tutorials, and knowledge base articles
Identify common customer pain points and proactively recommend product improvements
Assist customers with onboarding, account management, subscriptions, and licensing questions
Monitor support metrics and help improve response times and customer satisfaction
Act as the voice of the customer by providing structured feedback to Product and Engineering teams

Requirements

What you’ll need

2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role
Experience supporting SaaS, developer tools, engineering software, or CAD products
Exceptional written and verbal communication skills
Strong problem-solving skills and attention to detail
Ability to explain technical concepts in a clear and approachable way
Comfortable learning new software and troubleshooting technical issues independently
Highly organized with the ability to manage multiple customer conversations simultaneously
Empathy for users and a passion for delivering excellent customer experiences

Benefits

Comp & perks

Competitive equity
Full benefits package

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingtechnical supportcustomer supportSaaSCAD workflowsfile importsfile exportsAI-assisted featuressupport documentationcustomer success

Soft Skills

written communicationverbal communicationproblem-solvingattention to detailexplain technical conceptsorganizational skillsempathycustomer experiencemulti-taskingproactive recommendations