Technical Support Specialist

Technical Support Specialist at Supermetrics

We’re looking for our new Technical Support Specialist to join our Customer Support team based in North America.

This role is fully remote and we will consider candidates in Eastern time zones (EST). States where we can hire remotely: Delaware, Florida, Georgia, Indiana, Maryland, Massachusetts, Michigan, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, Vermont, and Virginia.

In this role, you will…

• Serve as an invaluable partner for our customers, working with them as they use our platform to manage their marketing data to make informed business decisions.
• Identify and resolve issues, provide technical guidance, diagnose and functionally escalate issues.
• Consult on report building and data management initiatives.
• Advise on best practices to our customers to support them in reaching their goals.

Your Day-to-day Work And Responsibilities Include…

• Serve as the primary point of contact for customers seeking technical assistance via various channels including email, video conferencing, and live chat.
• Diagnose and resolve technical issues related to our marketing analytics technology platform, including software configuration, data integrations, and API usage.
• Collaborate with customers to understand their technical requirements and provide tailored solutions to meet their needs.
• Escalate unresolved issues to the appropriate internal teams such as engineering or product development, and effectively manage customer expectations and communications related to the troubleshooting effort and resolution.
• Document, with a high degree of accuracy, all customer interactions, issues, and resolutions in our Support ticketing system.
• Assist in the development and maintenance of technical support documentation, including knowledge base articles, troubleshooting guides, and FAQs.
• Stay up-to-date on product enhancements, new features, and industry best practices to provide timely support and guidance to customers.
• Participate in regular training sessions to enhance technical knowledge of cross-functional team mates.

This position is for you if you have…

• 2-3 years experience delivering effective technical support within a Martech or SaaS company.
• Bachelor's degree in a technical discipline, or an equivalent combination of work experience and relevant third party certifications.
• Basic web programming and SQL knowledge.
• Familiarity with web technologies, APIs, data integrations, and data warehousing.
• Experience with CRM systems and support ticketing platforms (e.g., Salesforce, Zendesk).
• Effective problem-solving skills to identify and implement solutions. Including self-driven research, collaboration with other departments, and testing.
• Be highly motivated and able to prioritise effectively within a largely asynchronous and remote work environment.
• Have clear and flexible communication skills with both internal and external parties.
• Have a mindset of continuous personal growth and development.

Compensation and Benefits

The base salary for this role is $60,000 USD annually + bonus, with flexibility depending on level/experience. These figures reflect the compensation offered for remote U.S. based candidates. In addition to compensation, we offer a comprehensive benefits package, including: Fully paid medical/dental/vision benefits (for employee & dependents), generous PTO, 401k with matching, options, tech package, home office and wifi stipend.

About Supermetrics

Supermetrics builds an end-to-end marketing intelligence platform, with 15% of global advertising spend reported through our products. We help marketers turn their data into insights that improve business results and predict the best next step. Our technology streamlines marketing data for over 200,000 businesses through a network of agencies and customers like Shopify, HubSpot, and Nestlé. Since our founding in 2013, we’ve grown from a one-person shop to a key player in the industry—and we’re just getting started! We're a team of 400+ growth-minded people from diverse backgrounds. Together, we make a multicultural, resourceful, and collaborative team. Supermetrics operates on trust, transparency, and a keen customer focus. Forward-looking and action-oriented, we work hard to raise the bar in our industry. As team players, we help each other and win together. We're hiring for a diverse, skilled, and collaborative team and building an inclusive workplace where everyone is treated fairly and respectfully. Supermetrics is committed to providing a welcoming and inclusive workplace for all. We believe that a diverse workforce is a strong workforce, and we are dedicated to creating an environment where everyone feels valued and respected. If you require any reasonable accommodations during the application or interview process, please do not hesitate to let us know. All requests for accommodation will be kept confidential.

Key skills/competency

• Technical Support
• SaaS Experience
• Martech Platform
• Data Integration
• API Troubleshooting
• SQL Queries
• CRM Systems (Salesforce/Zendesk)
• Problem-Solving
• Customer Communication
• Remote Work Environment