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Highspot increases the performance of your sales teams.
The Role
Senior IC responsible for investigating and resolving complex SaaS customer escalations across APIs, integrations, authentication, databases, and cloud. Partner with Engineering and Product, mentor support engineers, improve processes, create documentation, and drive operational excellence and incident response.
Summary Generated by Built In
About Highspot
Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.
While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.
About the Role
We are looking for a highly skilled Technical Support Specialist to join our Customer Support organization. This is a senior Individual Contributor (IC) role designed for someone who enjoys solving complex technical problems while elevating the capability of the entire support team. As a Technical Support Specialist, you will own the investigation and resolution of critical customer issues, partner closely with Engineering, Product, Customer Success, and Professional Services, and drive operational improvements across our support organization. While this is not a formal people management position, you will play a key role in mentoring Technical Support Engineers, improving technical depth across the team, and influencing support strategy through technical leadership. This role is ideal for someone who enjoys being hands-on, coaching others, and driving scalable customer support practices.
We are looking for a highly skilled Technical Support Specialist to join our Customer Support organization. This is a senior Individual Contributor (IC) role designed for someone who enjoys solving complex technical problems while elevating the capability of the entire support team. As a Technical Support Specialist, you will own the investigation and resolution of critical customer issues, partner closely with Engineering, Product, Customer Success, and Professional Services, and drive operational improvements across our support organization. While this is not a formal people management position, you will play a key role in mentoring Technical Support Engineers, improving technical depth across the team, and influencing support strategy through technical leadership. This role is ideal for someone who enjoys being hands-on, coaching others, and driving scalable customer support practices.
Responsibilities
- Serve as the technical escalation point for complex customer issues across cloud applications, APIs, integrations, authentication, and enterprise deployments.
- Lead end-to-end investigation, troubleshooting, and resolution of critical customer escalations.
- Perform deep technical analysis using logs, SQL, APIs, debugging tools, and cloud platform diagnostics.
- Partner with Engineering to identify product defects, influence prioritization, and validate fixes.
- Work closely with Product, Customer Success, Professional Services, and Engineering to deliver exceptional customer outcomes.
- Mentor and coach Technical Support Engineers through case reviews, debugging sessions, knowledge sharing, and technical guidance.
- Drive continuous improvements in support processes, tooling, documentation, automation, and operational excellence.
- Create and maintain knowledge base articles, troubleshooting guides, and technical playbooks.
- Analyze recurring issues to identify root causes and recommend long-term product or process improvements.
- Lead technical enablement sessions for new hires and existing team members.
- Champion customer advocacy by ensuring customer pain points are represented in product discussions.
- Participate in incident response activities and major customer escalations as required.
- Contribute to support metrics including SLA adherence, customer satisfaction, case quality, and operational efficiency.
Required Qualifications
- 7–10 years of experience in Technical Support, Product Support, Application Support, or Technical Services within a SaaS or enterprise software company.
- Strong troubleshooting experience across web applications, APIs, networking, authentication (SSO/SAML/OAuth), databases, and cloud technologies.
- Experience working with REST APIs, JSON, Postman, SQL, browser developer tools, and log analysis.
- Excellent understanding of Linux, Windows, browsers, networking fundamentals, and SaaS architecture.
- Experience collaborating directly with Engineering teams to diagnose product issues.
- Strong customer communication skills with the ability to explain complex technical concepts clearly.
- Demonstrated experience mentoring or coaching technical team members without formal people management responsibility.
- Strong analytical and problem-solving skills with a structured approach to root cause analysis.
- Excellent written and verbal communication skills.
- Experience working in a fast-paced, customer-centric environment.
- Experience supporting enterprise SaaS platforms.
- Exposure to AWS, Azure, or Google Cloud Platform.
- Experience with CRM or ticketing platforms such as Salesforce, Zendesk, Jira, or ServiceNow.
- Familiarity with scripting languages such as Python, Bash, or JavaScript.
- Knowledge of monitoring and observability platforms.
- ITIL Foundation or similar support operations certification is a plus.
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Equal Opportunity Statement
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.
Did you read the requirements as a checklist and not tick every box? Don't rule yourself out! If this role resonates with you, hit the ‘apply’ button.
Skills Required
- 7-10 years experience in Technical Support, Product Support, Application Support, or Technical Services within a SaaS or enterprise software company
- Strong troubleshooting across web applications, APIs, networking, authentication (SSO/SAML/OAuth), databases, and cloud technologies
- Experience working with REST APIs, JSON, Postman, SQL, browser developer tools, and log analysis
- Excellent understanding of Linux, Windows, browsers, networking fundamentals, and SaaS architecture
- Experience collaborating directly with Engineering teams to diagnose product issues
- Strong customer communication skills with ability to explain complex technical concepts clearly
- Demonstrated experience mentoring or coaching technical team members without formal people management responsibility
- Strong analytical and problem-solving skills with a structured approach to root cause analysis
- Excellent written and verbal communication skills
- Experience working in a fast-paced, customer-centric environment
- Experience supporting enterprise SaaS platforms
- Exposure to AWS, Azure, or Google Cloud Platform
- Experience with CRM or ticketing platforms such as Salesforce, Zendesk, Jira, or ServiceNow
- Familiarity with scripting languages such as Python, Bash, or JavaScript
- Knowledge of monitoring and observability platforms
- ITIL Foundation or similar support operations certification
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The Company
What We Do
Together, we’re changing how millions of people work. Highspot is built by people who bring their true and unique selves to work each day. We’re growing fast, which means you’ll get to grow fast with us – and create a career you can be proud of.
Why Work With Us
At Highspot we're proud of what we do, and the people who make it possible. With opportunities for career advancement, flexible vacation, and a team made up of top talent collaborating, we build products with a spark of magic. It's all part of what makes us a Forbes American's Best Startup Employers and a People Magazines Company That Cares.
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