Technical Support L3 (SaaS, API, HTML, CSS and JavaScript)

Work Setup: Onsite at the Sanctum, SM - North EDSA, QC

Start Date: ASAP

Schedule: 9AM - 6PM EST

We are looking for a Technical Support L3 to join the team! As a Technical Support Specialist, you’ll work with Customer Success, Product, and R&D teams worldwide to drive event success for our customers. You’ll make customers happy, solve complex problems, and be the force of good to increase the value delivers to their organization.

This role will require a flexible schedule in order to best support our customers, some days you will need to work from 9-6, others might require 12-9. So we are looking for someone who is a self-starter and is comfortable working independently and with flexible hours!

What does a day in the life of a Technical Support L3 look like?

• Handling complex technical issues/escalations over Zoom, email, chat, and phone
• Owning advanced technical cases end to end: validating the issue, diagnosing root cause, resolving when possible, and sending back clear, structured updates.
• Troubleshooting and advising on key integrations (HubSpot, Marketo, Salesforce, Pardot, Tray, etc)
• Managing a queue of web design requests from our enterprise customers.
• Providing day-of-event support to enterprise customers, making fast, confident decisions on what can be solved directly by the team vs. what should route to R&D or other internal teams
• Working cross functionally with our Product, Engineering, and Customer Success teams to achieve clients’ desired end goals.

What are the required qualifications for a Technical Support L3?

• 4-5 years experience in a successful customer support role in a B2B SaaS company with clear progression of roles & responsibilities.
• Technical background: you have experience troubleshooting APIs, complex, and web design issues.
• You may not code every day, but you’re well-versed in HTML, CSS and Javascript.
• Familiarity with Chrome, Safari, or Firefox web developer tools, APIs and error logs to diagnose and troubleshoot client issues both with their network and software.
• Familiarity with Zendesk, Salesforce Service Cloud, & Jira.
• Ability to manage multiple competing priorities with a sense of urgency.
• Proven ability to work in high-pressure, time-sensitive environments (live chat, day-of-event scenarios) while managing multiple competing priorities with a strong sense of urgency.
• Comfort explaining technical concepts (DNS, integrations, tracking, APIs) to semi-technical customers in clear, accessible language.

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program
• Beautiful office space
• Free lunch provided daily

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/eDUYrvm8BpTodz_FfdRG1