[Hiring] Technical Support Specialist I @Lob

Role Description

The Technical Support Specialist I is the first technical voice our customers hear when something isn't working. You'll resolve tickets about Lob's direct mail API and dashboard, from API errors and webhook issues to address verification and delivery tracking. You'll also help turn recurring questions into resources customers can use on their own. You'll join the Solutions Engineering team, working alongside presales and implementation Solutions Engineers, and your work directly shapes how customers experience Lob.

The right candidate is someone who likes figuring out why something broke, explains the answer in plain language, and wants to learn a technical product quickly.

• Respond to and resolve customer tickets in Zendesk within SLA, adjusting depth and detail to each customer's plan
• Troubleshoot API errors, webhook delivery issues and HTML template rendering problems using request IDs, logs, the Lob dashboard and tools like Postman
• Explain address verification, mail piece specs and delivery tracking to customers of every technical level
• Use AI tools to research issues and draft replies, and check every output before it reaches a customer
• Research before escalating, then hand off complex cases and reproducible bugs to Engineering, Solutions Engineering or Finance with everything they need to act
• Recognize security, fraud, privacy and account-hold situations and route them to the right owner
• Tag tickets consistently and flag recurring product friction to Product, so support trends lead to better product decisions
• Write and improve macros and help center articles based on what you see in the queue

Qualifications

• 1–2 years + of experience in customer support, technical support, or another customer-facing role, ideally at a B2B SaaS or API company
• Comfort reading JSON, HTTP status codes, basic API documentation and basic HTML/CSS
• Nice to have: Zendesk or a similar help desk, Postman or curl, browser developer tools, basic SQL, or experience with print, mail or logistics
• Background in establishing and building lasting customer relationships and/or customer support experience
• Ability to multitask between tickets, emails and open cases to resolve issues
• Ability to thrive under tight deadlines
• Ability to work in a diverse team environment
• Comfortable presenting ideas internally and to client stakeholders
• Excellent time and priority management skills
• Excellent communication skills

Requirements

• Clear writing: you can explain a technical problem to a developer and to a non-technical marketer, and calm a frustrated customer in the same reply.
• Curiosity: you dig into documentation and logs before answering, and you'd rather confirm than guess.
• Judgment: you know when a ticket is yours to solve and when to escalate, and you ask for help early.
• Comfort with AI tools: you use AI to work faster, catch its mistakes, and never put customer data or API keys into tools that aren't approved.
• Composure: you keep a busy queue organized, prioritize by urgency and impact, and follow every ticket through to the end.
• Eagerness to learn: you pick up new technical products quickly and enjoy problems you haven't seen before.

Benefits

• Annual Base Salary: $75,000 - $80,000
• Remote working opportunities in various states

Company Description

Lob is an equal opportunity employer and values diversity of backgrounds and perspectives to cultivate an environment of understanding to have greater impact on our business and customers. We encourage under-represented groups to apply and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history in accordance with local, state, and/or federal laws.

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