[Hiring] Senior Technical Support Representative @Somewhere

Role Description

We are seeking a highly skilled and communicative Senior Technical Support Representative to serve as a Level 2-3 support person for our platform. This is a hybrid role that demands a strong technical background and exceptional customer-facing communication skills. You will handle deeper customer escalations, perform advanced troubleshooting, and work closely with our implementation team to execute key configuration tasks.

This is a fantastic opportunity for a proactive and experienced professional with a strong technical foundation who is also patient and empathetic. You will be the crucial bridge between our clients and our professional services team, ensuring a seamless and reliable experience for everyone.

Key Responsibilities

• Technical Support & Escalations:
  • Serve as the primary point of contact for deeper customer escalations, diagnosing and resolving complex technical issues.
  • Provide scripting assistance and advanced troubleshooting to support clients and internal teams.
  • Handle both phone and email support, providing clear, concise, and understandable solutions.
• Implementation & Systems Support:
  • Support our professional services team with repeatable configuration tasks, including scraping and interpreting information from client documents.
  • Build and customize drag-and-drop forms and perform data entry and Excel-based work with a high degree of accuracy.
  • Collaborate with implementation and development teams to ensure a smooth transition from client data to product configurations.
• Communication & Client Interaction:
  • Communicate clearly and patiently with local government clients who may be less tech-savvy.
  • Handle occasional client-facing interactions with a professional and empathetic demeanor.

Qualifications

• 2+ years of experience in a technical support role, with a focus on escalated (Level 2-3) support.
• Proven experience with Python scripting language.
• Moderate to strong familiarity with SQL, Google Cloud architecture, and Go programming language.
• Strong technical troubleshooting and diagnostic skills in a SaaS environment.
• Excellent written and verbal communication skills with a clear, professional delivery.
• A patient and empathetic approach to working with customers.
• A self-starter with the ability to work independently and manage complex tasks.
• Strong organizational skills and a high level of attention to detail.
• Experience working in a SaaS organization.