Senior Technical Escalations Specialist, Thinkific

• Have 5+ years of experience in an online technical customer support role and 2+ years in a Senior role with a strong focus on complex technical investigation and team mentorship
• Are experienced in supporting customers through multiple channels, including by email and phone
• Demonstrate experience being able to investigate, identify, and document software bugs
• Have hands-on experience with Zendesk or a similar ticketing system
• Love helping people—you can’t help but to go above and beyond to support a customer!
• Are a natural coach helping team members build skills and confidence
• Lead by example, modeling best practices and raising the bar for quality work
• Possess strong written and verbal communication skills—you can write a customer email, pick up the phone, or hop on a video call while expressing yourself clearly
• Are an independent problem solver—you can figure out how to solve a complex software problem, even if you don’t know the answer to start
• Perform well under pressure and can handle emergencies on the fly
• Have a strong work ethic and do what it takes to get the job done
• Bring new perspectives and find creative and innovative solutions to tough problems
• Understand the bigger picture—demonstrate a strong understanding of the business, how decisions affect company outcomes, and how both your own role and your team’s work directly contribute to achieving business goals
• Can work effectively across departments like Sales, Product, and Marketing and are comfortable collaborating with others
• Have been part of a large support team (> 100 employees) and can adapt quickly to changes
• Have been involved in the testing of new features and working cross-collaboratively with other technical teams
• Can translate technical challenges and solutions into easy-to-understand resources for various stakeholders
• Can identify team or company processes that can be improved and propose solutions
• If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply!

Desirable

• As a Senior Technical Escalation Specialist, you’ll be part of a team that lives between Thinkific’s customer-facing teams and the Product and Engineering teams for all things technical
• The Customer Support, Customer Success, and Sales teams all funnel technical questions, complex problems and software bugs to you and your team to triage, investigate, and solve alongside our Software Engineers
• As a senior individual contributor, you play a key role in mentoring and coaching junior teammates—sharing your knowledge, giving feedback, and helping them build confidence—so the whole team can move faster and do better work together
• You’ll contribute to building and developing a collaborative, passionate, and insanely helpful team that provides the best support in the industry!
• Triage our Technical Support queue, made up of technical questions and problems often related to our integrations, Application Programming Interface (APIs), Single Sign-on (SSO), Themes, and software bugs
• Investigate, identify, and document software bugs by reviewing console logs, conducting cross-browser and device testing, using query databases, checking our database logs, editing theme code (HTML/CSS), confirming custom domain setup, writing/running basic API scripts, create advanced workarounds, and more
• Provide mentorship and share your technical experience to help uplevel other members of the Technical Escalation Specialist team, notably through pairing sessions
• Create and document processes and policies for Technical Support operations to help provide solutions and better equip our Support Team to handle common technical issues
• Translate technical challenges and investigation results into resources that both the internal Support team and customers can easily understand
• Be involved in the testing of new features as they are released and work closely with our Product team
• Liaise directly with Software Engineers on new bugs surfaced through customer reports after conducting initial testing on your own
• Identify potential changes or upgrades from our Research and Development team that led to new bugs and propose solutions where possible
• Communicate with our Solutions Engineers, customers and prospects as our Technical Software Expert to verify compatibility of system requirements with Thinkific, discussing possible solutions and implementation methods (including the external development costs done by third-party experts)
• Participate in a rotating weekly on-call schedule that includes weekends (once every 7-8 weeks). Incident handling during that time accrues time off in lieu to be redeemed at your discretion
• Be a subject matter expert in Thinkific application and first-party apps
• Lead and own large projects independently or with very little supervision including independently involving any key stakeholders as required
• Contribute to the resolution of complex issues and be the go-to person for any technical or customer escalations
• Be able to run any team meeting ensuring key items and action steps are highlighted and acknowledged by the team