Software Support Specialist

Role overview

A Software Support Specialist position focused on delivering responsive, accurate technical assistance to business clients using a multi-channel commerce platform. The role spans Tier 1 and Tier 2 support, knowledge management, and peer coaching, with expectations to use modern AI tools to streamline documentation, research, and workflow. It is a remote-first opportunity with up to 10% travel and a scheduled-shift structure to support global coverage.

Responsibilities

- Respond to inbound client software support requests across portal, email, telephone, and chat channels at Tier 1 and Tier 2 complexity. - Document issues, troubleshooting steps, and resolutions thoroughly in ticketing and CRM systems, and escalate higher-severity cases to engineering. - Send proactive outbound notifications to clients about file or communication failures, and contribute to after-hours on-call rotations. - Build and maintain internal knowledge base articles, and surface recurring patterns or emerging trends to management. - Mentor new team members, support Level 1 agents with training gaps, and assist with workload management and special projects. - Meet individual and team performance goals around satisfaction, response time, resolution, and quality scorecards.

Requirements

- At least one year of general technical support experience plus at least one year in a B2B software support environment. - Strong written and verbal English communication, interpersonal, and problem-solving skills with the ability to organize and multi-task. - Hands-on experience with Windows, Microsoft Office, ticketing systems, and CRM tools. - Reliable high-speed internet for remote work. - Practical experience using AI assistants to support research, documentation, automation, and decision-making. - Effective collaborator with a track record of suggesting process improvements.

Nice to have

- Familiarity with APIs, EDI, XML, flat files, and communication protocols such as AS2, SFTP, and HTTP. - Prior experience with the company's commerce, marketing, or delivery platform products. - Previous remote-work experience and a bachelor's degree in a relevant field.

Benefits and work setup

- Remote-first working model with up to 10% travel. - Expected base pay of $45,000–$70,000 annually plus a discretionary bonus of roughly 10% of base salary for non-sales roles. - Medical, dental, and vision coverage with HSA contributions from day one, and a 6% 401(k) match. - Time off package including 20 days of PTO (scaling to 25 days after five years of service), nine company holidays, two floating holidays, seven sick days, two wellness days, and one paid volunteer day. - 12 weeks of primary caregiver leave and 4 weeks of secondary caregiver leave, plus life insurance at 2x salary. - Supplemental coverage for accident, critical illness, hospital stays, pets, legal, and identity protection. - $65 monthly remote work stipend for internet, access to a meditation and wellness app, an employee assistance program, tuition assistance, charitable match up to $250 per year, and team-building activities.