[Hiring] Technical Support Specialist @ASSA ABLOY

Role Description

We’re looking for a Technical Support Specialist to join our growing Customer Success organization. This role sits at the intersection of customer support, technical problem-solving, and enablement. You’ll be a frontline resource for customers while also helping shape how support works as we scale.

This is a high-impact role with direct exposure to leadership. You’ll work closely with the VP of Customer Success to build support processes, training content, and a long-term support enablement strategy.

What You’ll Do

• Customer Support (Level 1 & 2)
  • Provide timely, high-quality Level 1 and Level 2 technical support to customers via Zendesk
  • Troubleshoot software issues, configuration questions, and workflow challenges
  • Support customers with integrations and APIs, including light debugging and technical investigation
  • Escalate product issues clearly and effectively to Engineering and Product teams
  • Act as a customer advocate by identifying recurring issues and root causes
• Documentation & Training
  • Create, maintain, and improve support documentation, help articles, and in-app training
  • Contribute to customer-facing training materials and enablement content
  • Partner with Customer Success to ensure documentation supports onboarding, adoption, and ongoing usage
  • Help standardize responses and knowledge base content to improve resolution time and consistency
• Process & Tooling
  • Help build and refine support processes, workflows, and SLAs as the team scales
  • Identify opportunities to leverage automation and AI to improve efficiency and customer experience
  • Follow established processes in Zendesk
  • Collaborate with Product, Engineering, and CS to improve feedback loops and visibility into customer issues
• Strategic Collaboration
  • Work closely with the VP of Customer Success on support training strategy and operational maturity
  • Provide insights on customer friction points that inform product improvements and CS strategy
  • Play a key role in evolving support from reactive ticket handling to proactive enablement

Qualifications

• 3+ years of experience in technical support at a software or SaaS company
• Experience handling Level 1 and Level 2 support tickets
• Strong written and verbal communication skills
• A customer first attitude
• Problem-solver with a proactive, can-do attitude
• Comfort working directly with customers on technical issues
• Ability to document processes and explain technical concepts clearly
• Light coding skills (e.g., JavaScript, Python, SQL) or experience troubleshooting APIs and integrations

Requirements

• Hands-on experience with Zendesk
• Experience with UserPilot or similar in-app guidance/adoption tools
• Familiarity with AI-powered support tools, chatbots, or automation
• Experience contributing to or owning a knowledge base

Benefits

• Competitive compensation and benefits package
• Bonus
• 401(k) plan
• Education assistance
• Company car