Hybrid Technical Support Specialist presso Unlayer
Unlayer · San Francisco, Stati Uniti d'America · Hybrid
- Professional
- Ufficio in San Francisco
Unlayer is looking for a highly skilled and experienced Technical Support Specialist to join our dynamic international team. You’ll serve as the go-to expert for resolving complex technical issues, assisting customers, and ensuring they get the most out of our products. You’ll also collaborate closely with engineering, product, and customer success teams to improve processes and contribute to product enhancements.
Key Responsibilities
Provide hands-on technical support for escalated customer issues, ensuring timely and effective resolution.
Assist customers in navigating and utilizing Unlayer’s products, offering clear guidance and troubleshooting.
Create and maintain external documentation (guides, FAQs, tutorials) to help customers self-serve.
Develop and maintain internal resources (documentation, training materials, videos) to support the wider team in handling customer queries.
Collaborate with cross-functional teams (Engineering, Product, Sales) to resolve complex issues and improve overall product quality.
Monitor customer feedback, report recurring issues, and suggest improvements to enhance customer satisfaction.
Ensure compliance with SLAs and maintain high-quality support standards.
Required Qualifications
Bachelor’s or Associate’s degree in Computer Science, Information Technology, or a related field (preferred).
2–3+ years of experience in technical support for a SaaS or technology product.
Strong technical knowledge in HTML, CSS, and JavaScript (familiarity with SDKs is a plus).
Experience working with frameworks/libraries such as Vanilla JS, Vue, Angular, or React.
Experience using support ticketing systems (e.g., Intercom, Jira, Zendesk).
Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
Strong problem-solving and analytical skills with proven experience troubleshooting complex issues.
Experience working with a design editor (preferred).
