Technical Support Specialist

Unlayer is the leading embeddable email, page , popup and document builder used by thousands of SaaS companies and millions of end users. Developers and product teams choose Unlayer because our builders are fast, reliable, elegant, and simple to integrate.

As a lean, globally distributed, product led growth company, we move with speed and clarity. We value ownership, autonomy, and results above everything else. Our sales motion is evolving fast, and we are building our ability to reach and convert high-value SaaS customers worldwide.

This position will serve as support for technical customer escalations, finding fixes, workarounds, and final solutions by troubleshooting issues and providing exemplary customer service. This position will also play a critical role in supporting customer success with customer technical issues.

Role & Responsibilities

• Serve as the primary point of contact for customers seeking technical assistance via email and chat
• Diagnose and troubleshoot software issues reported by customers, including but not limited to user interface problems, integration issues, and API errors.
• Provide clear and concise instructions to customers on how to resolve technical issues, both independently and through guided troubleshooting sessions.
• Investigate customer escalations, lead technical calls with clients and support customer success managers with technical issues and needs
• Collaborate with the engineering and product teams to escalate complex issues and provide feedback on product improvements and enhancements
• Follow support guidelines, procedures and policies, while also finding ways to improve the process
• Develop and maintain technical documentation, knowledge base articles, and FAQs to empower customers to self-serve and reduce support inquiries.
• Be available and accessible during the duration of your shift

Qualifications:

• Associate’s or bachelor’s degree in Computer Science, Information Technology, or related field preferred
• Proven experience in technical support or customer service roles
• Advanced understanding of HTML, CSS, Javascript & SDK
• Understanding of Vanilla JS, Vue, Angular and React a plus
• Excellent communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users
• Ability to prioritize and manage multiple support tickets simultaneously in a fast-paced environment
• Ability to remain calm and professional in challenging situations
• Strong problem-solving skills and attention to detail
• Familiarity with customer support software (ie: Intercom) and ticketing systems is a plus
• Must be able to work EST or CST hours