Senior Support Specialist

Parsable is hiring a Senior Support Specialist to support and troubleshoot software, hardware, and API/integrations for Parsable customers.  Support Specialists are expected to deliver effective support to technical and non-technical users across a broad range of technologies via email, phone, and other channels as required. You will collaborate with Customer Success Managers, Implementation Consultants, Product Managers, and Engineers to identify, escalate and drive technical issues through to resolution.

Parsable is a Remote First company! This role is remote ideally located in Pacific or Mountain timezone of the United States

Requirements:

• Research, diagnose, and resolve technical issues for web and mobile-based software within the Parsable platform
• Complete operational customer task requests within the Parsable platform
• Enable and empower customers by answering questions and directing them to the appropriate learning resources or account management
• Become a Parsable domain expert through onboarding and hands-on training of tasks, use cases, and best practices
• Complete and help improve the onboarding process for future teammates
• Effectively communicate status and updates to customers in business terms with empathy and clarity
• Properly escalate unresolved issues to appropriate internal teams (e.g. engineering, product, etc.)
• Prioritize and manage several open issues at the same time while providing timely updates to customers and setting proper expectations
• Create and evolve customer support processes, tools, and technologies
• Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements

Qualifications:

• 3+ years in a similar technical or technical support role working with a SaaS product
  • 1+ in a senior or lead role
• Experience with web and mobile app troubleshooting, documentation, and escalation
• Ability to understand and debug with Chrome DevTools and other web-based tools
• Experience with the following: JSON API, SSO (SAML 2.0, OIDC), cloud monitoring software (Datadog, Splunk)
• Experience with SQL or data analytics tools
• Experience with ticketing and bug-tracking systems (Salesforce, Zendesk, Jira)
• Experience with following and improving escalation processes and tools
• Demonstrate proactive approaches to problem-solving with strong decision-making capability
• Ability to provide step-by-step technical help, both written and verbal
• Comfortable with getting on customer calls/web conferences/screen sharing to help diagnose and troubleshoot customer issues
• Participate in an on-call rotation
• Build and maintain both internal and external relationships
• Strong attention to detail, highly organized, and a quick, curious learner
• Ability to multitask and manage multiple items simultaneously
• Demonstrated customer communication and advocacy skills
• Experience with at least 1 object-oriented programming language preferred
• Experience building internal support or technical tools (created a GitHub repository for checking in projects) preferred
• Experience with product analytics tools such as Amplitude preferred
• Fluent and comfortable working in Spanish a plus
• Background or experience in manufacturing processes a plus

The US base salary range for this full-time position is $85,000-$105,000 + bonus (or commission) + equity + benefits.