Technical Specialist

Role overview

Provide advanced technical analysis and strategic account support for a designated SaaS product area. The role sits between Customer Success, Product, Engineering, Operations, and enterprise customers: investigating complex issues, assessing custom requests, coordinating escalations, and helping ensure product changes address real customer needs. It combines hands-on troubleshooting with calm, consultative communication.

Responsibilities

- Own the escalation path from Customer Success to Engineering, including issue documentation, follow-up, status communication, and closure. - Reproduce customer-reported problems, use backend or data tools to investigate and correct issues where appropriate, and assess whether problems have broader system impact. - Serve as a subject-matter resource for the assigned product area, explaining product changes and technical options to internal customer-facing teams. - Provide technical support to strategic customers through email, phone, chat, and video, resolving requests efficiently and determining when custom work is feasible. - Coordinate with Product, Engineering, Operations, and technical-services teams on special solutions, releases, invoicing, scheduling, risk mitigation, and long-term fixes. - Monitor relevant technical and communication channels for emerging risks and provide customer-facing teams with the information and resources needed to respond.

Requirements

- At least two years supporting, implementing, or consulting on technology or SaaS products. - At least one year of experience with data manipulation or database support. - At least one year working directly with executive-level enterprise customers in a support or consulting capacity. - Familiarity with SQL, HTML, CSS, APIs, and Excel. - Strong analytical judgment, root-cause investigation, pragmatism, adaptability, and customer focus. - Ability to stay composed under pressure and communicate clear, practical solutions to frustrated customers.

Benefits and work setup

The role follows a hybrid schedule with three office days and two remote days each week, and requires availability through 5:00 p.m. Pacific Time. Listed benefits include employer-supported medical, dental, and vision coverage, retirement matching, paid holidays, paid volunteer time, paid time off that increases with tenure, and parental and adoption leave. Compensation is location-dependent, with published ranges for Colorado and other approved U.S. remote-work locations.