Technical Support Specialist

Role overview

Support is treated as a core function for strengthening customer trust on a documentation authoring and publishing platform used by thousands of teams. As a Technical Support Specialist, you will help technical users document and share knowledge, troubleshoot integration and configuration issues, and turn what you learn from tickets into product insight. The role blends hands-on debugging with influence over the roadmap and how support operates day to day.

Responsibilities

- Triage, troubleshoot, and debug customer problems across areas such as authenticated access, SAML SSO, custom domains, monorepos, redirects, and API integrations, escalating urgent cases and filing clear bug reports for the rest. - Document complex issues with reproduction steps and relevant logs, then partner with Engineering to drive them to resolution. - Support customers through a helpdesk plus Slack and Teams channels, asking follow-up questions to understand goals and helping them get more value from the platform. - Spot recurring bugs, friction points, and feature requests, quantify their impact, and surface evidence-based recommendations to Product, Engineering, and Design. - Help a small support team refine how it prioritizes, triages, and automates work, contributing to evolving processes rather than following a fixed playbook. - Keep first-response time, resolution time, and customer satisfaction on track while protecting deeper investigation time.

Requirements

- Solid technical foundations across Git, GitHub or GitLab, SAML SSO, DNS, and core web concepts such as caching and redirects. - Developer fluency: comfort reviewing code, testing APIs, and reading OpenAPI specifications to support customers using an integrations platform. - Familiarity with AI and LLM tools (including MCP) and an interest in automation, self-service, and smarter workflows. - Clear written and verbal communication, with the ability to explain complex issues simply and listen carefully to customer context. - Ability to manage a busy queue, prioritize under pressure, and judge when to switch focus, dig deeper, or escalate. - Systems-thinking mindset: looking past the single ticket to understand root causes and prevent future occurrences, plus comfort working remotely and asynchronously.

Nice to have

- Curiosity about the wider documentation, developer tools, and AI landscapes, and a habit of bringing ideas back to improve the product and customer experience.

Benefits and work setup

- Fully remote team distributed across multiple countries in North America, Europe, and Asia. - Profitable, venture-backed company with a large monthly active user base and growth momentum. - Small team environment where you can shape process, take initiative with limited guidance, and have a direct line of influence on the product roadmap.