Software Support Specialist

Role overview Provide Tier 1 and Tier 2 software support for business clients of a large-scale commerce platform used by brands, suppliers, and retailers across many sales channels. The role centers on resolving inbound client inquiries through portal, email, phone, and chat, while contributing to knowledge sharing and process improvement across the support team.

Responsibilities - Respond to inbound client software questions across portal, email, telephone, and chat channels, handling Tier 1 and Tier 2 escalations. - Send proactive outbound notifications about file or communication failures and document every interaction in the ticketing system. - Create or escalate engineering tickets for Tier 1, 2, or 3 issues and participate in the after-hours on-call rotation. - Build and maintain internal knowledge base articles, surface emerging trends from ticket patterns, and serve as a subject matter expert in a specific platform area. - Meet or exceed KPIs such as client satisfaction, initial response time, resolution rate, and quality scorecards, including workload management and special projects. - Coach and mentor new team members, providing escalation guidance to Level 1 agents.

Requirements - At least one year of general technical support experience plus one year in a B2B software support environment. - Strong written and verbal English communication, interpersonal, and problem-solving skills, with clear and organized documentation habits. - Proficiency in Windows, Microsoft Office, ticketing and CRM platforms, and reliable high-speed internet. - Comfort working with AI productivity tools (for example, large language model assistants and Microsoft Copilot) to support research, automation, and analysis. - Ability to multi-task, collaborate cross-functionally, and contribute to process improvement.

Nice to have - Familiarity with APIs, EDI, XML, flat files, AS2, SFTP, and HTTP communication protocols. - Prior remote work experience and a bachelor's degree in a relevant discipline. - Up to 10 percent travel may be required.

Benefits and work setup - Remote-first working environment with flexible scheduling. - Base pay range of $45,000 to $70,000 annually plus a discretionary bonus equal to 10 percent of base salary for non-sales roles. - Medical, dental, and vision coverage with HSA contributions beginning on day one, plus a 6 percent 401(k) match. - Generous paid time off including 20 days of PTO (increasing with tenure), nine company holidays, two floating holidays, seven paid sick days, two wellness days, and one volunteer day. - Twelve weeks of primary caregiver leave and four weeks of secondary caregiver leave. - Additional coverage including accident, critical illness, hospital indemnity, pet, legal assistance, identity theft, and life insurance at two times salary. - Wellness perks such as Calm app access, an employee assistance program, a $65 monthly internet stipend, tuition assistance, and a charitable contribution match up to $250 per year.