Client-Facing Technical Support Specialist (SaaS | Hybrid | Austin, TX) bei Togetherwork

Client-Facing Technical Support Specialist (SaaS | Hybrid | Austin, TX)

Compensation and Benefits

We’re committed to offering competitive compensation based on experience, scope of responsibility, and impact. Let’s talk about what matters most to you — compensation, growth, and long-term fit.

Join a mission-driven SaaS team where your support skills actually make a difference.

We’re looking for a Client-Facing Technical Support Specialist to join our support team serving nonprofit clients on the ClearView CRM platform. This is a hybrid role based in Austin, TX, where you'll work both remotely and in person as needed with team members and clients.

You’ll be the first line of technical support (Tier 1, with occasional Tier 2), helping users troubleshoot issues, understand our features, and feel confident using our software. You’ll also collaborate cross-functionally to resolve problems, improve processes, and enhance the overall client experience.

If you're someone who enjoys problem-solving, creating helpful documentation, and communicating clearly with both technical and non-technical users, this role is a strong match.

What You’ll Be Doing

• Provide Tier 1 technical support via Zendesk, triaging and resolving incoming tickets

• Communicate effectively with nonprofit clients through email, chat, and video

• Build trusted relationships with assigned clients through proactive support and consistent follow-up

• Document recurring issues, draft macros and runbooks, and help expand internal knowledge base content

• Escalate bugs and complex issues to Product and Engineering teams with clear logs and reproduction steps

• Support light QA testing of new features or custom implementations before release

• Keep clients informed about product updates, changes, and best practices

What You Bring

• 2+ years of experience in SaaS technical support or application support, with both client-facing and technical responsibilities

• Experience using tools like Zendesk, Salesforce, or ServiceNow

• Familiarity with SQL, APIs, CSVs, or a strong interest in learning them quickly

• Clear, empathetic communication skills, especially when explaining technical concepts to non-technical users

• Ability to manage time and tasks independently in a hybrid work environment

• Bonus: Experience supporting CRM platforms or nonprofit clients is a plus

Tools You’ll Use

• Zendesk, Jira, Confluence

• SQL, Postman, CSV

• Salesforce Service Cloud

• Slack, Office 365

• ClearView CRM (our proprietary platform)

Why This Role Stands Out

• Work with mission-driven nonprofit clients

• Join a supportive, collaborative team culture

• Opportunities for growth into Tier 2 support, implementation, or product roles

• Hybrid work model with flexibility and autonomy

• A place where your documentation and problem-solving mindset are truly valued

Not an exact match?

If this sounds like the kind of work you enjoy, even if your background isn’t a perfect fit, we encourage you to apply. We believe in hiring for potential and supporting your development.

Compensation and Benefits

We’re committed to offering competitive compensation based on experience, scope of responsibility, and impact. Let’s talk about what matters most to you — compensation, growth, and long-term fit.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options 
• 100% Employer paid short/long term disability.
• Basic Life 
• Flexible paid personal/vacation time built on mutual trust and accountability.
• 10 sick days annually 
• 10 company paid holidays
• Pet Insurance
• Medical Travel Benefits
• Infertility Benefits
• Teladoc
• Employee Assistance Program
• Wellness Benefits & Engagement Platform

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws. 

Togetherwork provides integrated software and financial solutions to a wide range of communities and organizations including associations, camps, unions, fraternities & sororities, gyms, dance studios, religious congregations, pet services, and more.

Our mission-critical tools help our customers manage and grow their communities, and enhance the depth and breadth of their member engagement. Our team is united in its desire to help our clients better serve and empower their communities.

This role is supporting our Nonprofit vertical solution: https://www.togetherwork.com/vertical-solutions/nonprofit/