[Hiring] Technical Support Specialist @Hireframe

Role Description

We are hiring a Technical Support Specialist to join our growing Customer Experience team. This role reports directly to the VP of Customer Experience and establishes a dedicated first line of support.

You will own the support queue, ensure customer concerns are triaged in accordance with our Service Level Agreements, and act as the operational backbone of the customer support function. This is a hands-on, process driven role focused on troubleshooting workflow and configuration issues, reproducing bugs, gathering context, and documenting findings before escalating to Customer Success, Product, or Engineering. This role is ideal for someone who is process oriented, technically curious, and motivated to build something foundational within a growing company. You must be available during Eastern business hours.

• Support Queue Ownership: Manage and respond to inbound support tickets through HubSpot across email and in-app chat while meeting our first response SLA.
• Workflow Troubleshooting: Diagnose and resolve configuration and workflow related issues within the Galley platform, ensuring customers are using the system correctly and efficiently.
• Bug Reproduction and Escalation: Reproduce reported bugs, document replication steps clearly, record videos when helpful, gather relevant context, and escalate with structured documentation to Product or Engineering.
• Customer Guidance: Communicate clearly with users, translating system behavior into practical next steps.
• Documentation and Process Improvement: Identify gaps in internal documentation and contribute to improving knowledge base articles and internal workflows.
• Cross Functional Collaboration: Partner with Customer Success, Product, and Engineering to ensure issues are resolved efficiently and feedback loops remain tight.

Qualifications

• BA or BS degree or equivalent practical experience.
• 1 to 2 years of experience in customer support, hospitality operations, or a customer facing role. Early career candidates with strong problem solving ability are encouraged to apply.
• Strong written communication skills with attention to clarity and detail.
• Process oriented mindset with the ability to follow and improve structured workflows.
• Technical curiosity and comfort navigating software platforms.
• Ability to troubleshoot independently before escalating.
• High ownership mentality and responsiveness during business hours.
• Comfort working within HubSpot, Slack, Zoom, and related collaboration tools.

Requirements

• Nice to have: Hospitality or foodservice operations experience.
• Experience supporting SaaS platforms or software products.
• Familiarity with documenting bugs or recording videos for issue reporting.
• Interest in process improvement or operational excellence within a growing startup.
• Startup or high growth SaaS experience.

Benefits

• Permanent remote work flexibility
• Paid Time Off
• Health Maintenance Organization (HMO) coverage
• Annual performance bonuses
• Dedicated coaches offer an extra channel of support and skill-building
• Opportunities for professional growth