[Hiring] Technical Support Specialist @EasyLlama

Role Description

We’re hiring a Technical Support Specialist to own escalated, technically complex customer issues. You’ll step in when problems go beyond standard support—owning investigations, troubleshooting integrations, and working cross-functionally to drive resolution. You’ll act as the bridge between Customer Success, Product, and Engineering, ensuring issues are clearly understood and efficiently resolved. This role also supports pre-sales and onboarding, helping prospects and new customers navigate technical questions and set up for success. This is a high-ownership IC role that requires strong technical problem-solving, clear communication, and the ability to operate across teams.

What You’ll Do

• Own and resolve escalated technical support issues, including integrations and complex product behavior
• Troubleshoot across systems, APIs, and third-party tools to identify root causes
• Act as the primary liaison between Support, Product, and Engineering on technical issues
• Clearly document issues, reproduce bugs, and communicate context to internal teams
• Ensure timely resolution and consistent follow-through on all escalations
• Support pre-sales conversations by answering technical questions from prospects
• Partner with Customer Success during onboarding to guide customers through technical setup
• Identify recurring technical issues and drive improvements to:
  • Documentation and help center content
  • Internal troubleshooting workflows
  • Product feedback loops
• Maintain clean, accurate records in support and CRM systems

Qualifications

• 3–5 years in Technical Support, Solutions Engineering, or similar role
• Strong troubleshooting skills across integrations, APIs, and SaaS tools
• Ability to clearly communicate technical concepts to both technical and non-technical audiences
• Highly organized with strong attention to detail
• Comfortable working cross-functionally with Product and Engineering teams
• Proactive and resourceful — you take ownership of problems and drive them to resolution

Nice to Have

• Experience working with APIs, webhooks, or integration platforms
• Familiarity with tools like HubSpot, Linear, or similar SaaS ecosystems
• Experience in a B2B SaaS environment
• Exposure to pre-sales or onboarding support

What Success Looks Like

• Escalated technical issues are resolved quickly and thoroughly
• Clear communication between Support, Product, and Engineering
• Reduced repeat issues through improved documentation and feedback loops
• Prospects and new customers feel confident in technical setup and capabilities

Why This Role Matters

This role ensures that complex technical issues don’t slow down customers or the business. You’ll play a critical part in resolving high-impact problems, improving the product through feedback, and supporting customers at key moments—from evaluation to onboarding.

What to Expect

The interview process at EasyLlama takes about 3-4 weeks and will include cross-functional stakeholders of the role. Here's what the interview process looks like:

• Recruiter Screen
• Hiring Manager Interview
• Peer Interview
• Executive Interview
• Reference Checks

Benefits

• $75K – $95K Base salary + Bonus potential
• Flexible, fully remote environment
• Competitive employer-sponsored health insurances
• 401(k) + company matching
• Professional development reimbursements
• Quarterly remote work stipend