About the Role:
We are seeking a highly skilled Technical Customer Support Analyst to join our team. This is an exciting opportunity for a talented individual to leverage their technical expertise and customer service skills to drive exceptional support experiences for our valued customers.
As a Senior-level Customer Support Specialist, you will be responsible for troubleshooting complex customer requests, managing the global support queue and backlog, and ensuring timely service delivery. You will report directly to the Sr. Manager of Customer Success and collaborate closely with internal teams to diagnose, resolve, and prevent recurring issues.
This role requires a unique blend of technical acumen, analytical thinking, and customer-focused mindset. You will utilize your problem-solving skills to deliver high-quality solutions to critical support cases and act as a trusted technical advisor to our customers.
The ideal candidate will have 8+ years of customer support experience, preferably in the print industry, with strong knowledge of support operations and troubleshooting methodologies. You should be proficient in general computing, internet research, and email communication, with excellent verbal and written communication skills in English.
In addition to your technical expertise, you will possess strong documentation and organizational abilities, with a keen eye for detail and a commitment to delivering exceptional results.
Key Responsibilities:
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions
* Manage the Global Support queue and backlog, maintaining strict adherence to SLA requirements based on severity and impact
* Collaborate closely with R&D and Services teams to replicate and resolve complex technical issues
* Document and submit solutions to the knowledge base with complete technical and procedural details
* Close cases with accurate and comprehensive resolution documentation
* Participate in proactive system health checks, monitoring server performance metrics and application uptime indicators
Experience Requirements:
* Minimum 8+ years of customer support experience
* Print industry knowledge is mandatory
* Strong understanding of support operations and troubleshooting methodologies
* Ability to solve problems efficiently in a fast-paced environment
* Self-starter with the ability to work with minimal guidance
* Confident in delegating tasks and providing peer guidance
* Excellent verbal and written communication skills in English
* Data analysis skills (reports, dashboards, and metrics)
Benefits:
We offer a competitive compensation package, including a salary range of $80,000 - $120,000 per year, depending on experience. In addition, we provide opportunities for professional growth and development, with a focus on supporting our employees' career aspirations.
Technical Troubleshooting Responsibilities:
* Use Chrome Developer Tools (Inspector) to analyze web applications, review network requests, debug front-end issues, and identify JavaScript or API failures
* Perform API testing and validation using tools such as Postman or cURL
* Conduct IIS and SSL diagnostics to investigate and resolve issues on Windows Application Servers
* Configure and troubleshoot Windows ADFS Servers and perform remote diagnostics via VPN, RDP, or similar tools
* Assist customers with database backups, migrations, and SQL troubleshooting using SQL Server Management Studio (SSMS), write scripts, stored procedures, and queries