Technical Support Specialist, Spotme
More information about location
Event marketing platform
Open for applications
Event marketing platform
101-200 employees
Open for applications
More information about location
101-200 employees
Company mission
To help customers create better relationships by delighting event attendees at scale.
Role
Who you are
- Rapid analytical and logical troubleshooting skills - isolating root causes under time pressure
- Multitasking mastery - balancing multiple realtime chats without sacrificing accuracy or tone
- Technical curiosity - eager to learn platform mechanics and optimize how customers use them
- Empathy and clarity in communication - even when delivering difficult answers
- Resilience and ownership - you take initiative, especially during critical live issues
- Cross-team collaboration - working hand-in-hand with Engineering to fix what matters most
- You are energized by challenges. You bring structure to chaos. And you transform moments of stress into opportunities for success
- Tell us about a high-urgency issue you solved in real time. How did you find the root cause while keeping the client calm?
- When you don’t know the answer, what’s your first move? How do you quickly understand and explain a new technical issue?
- Share an example where your communication kept a situation from escalating. What did you do to maintain customer confidence?
- Describe a time when a fix wasn’t available. What workaround did you create to keep the customer moving?
- Tell us how you handled multiple simultaneous requests. How did you decide what to prioritize while keeping quality high?
What the job involves
- The Technical Support Specialist is the first line of defense and the first line of delight for our customers
- Because events are high-stakes and often stressful to manage, our customers rely on our rapid response and we’ve built our support model to match that urgency
- As the primary link between event teams and our platform, you quickly become the face of SpotMe/Onomi: a trusted expert who solves real problems, guides customers with confidence, and protects the seamless execution of mission-critical events happening around the world
- This role blends technical problem solving, fast decision making, and empathetic communication
- You will investigate complex issues, reproduce scenarios in real time, craft creative workarounds when needed, and collaborate closely with Engineering to keep our product experience at the highest standard
- Every customer interaction is an opportunity: to uncover insights, prevent escalation, and strengthen the event's success journey
- Customer support is not a back-office function at SpotMe, it’s a competitive advantage and a core pillar of our value
- As a Technical Support Specialist, you will join a highly skilled global team operating in a 24/7 “follow-the-sun” model, ensuring the most demanding customers receive immediate, high-quality assistance at all times
- In your first month:
- Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams
- Build strong working relationships within Support, Engineering and Operations teams
- Become fluent in our support workflows, tooling, and troubleshooting frameworks
- Successfully manage 200+ real customer conversations across live chat and ticketing
- Demonstrate clear, concise, and confident customer communication
- By the end of the month, you will independently manage 10+ live issues per day with precision and professionalism
- In your first 3 months:
- Manage high-volume real-time chats (avg. 18/day), maintaining a first response < 30 seconds
- Meet and exceed satisfaction targets (>93% CSAT)
- Analyze and reproduce product issues with strong technical reasoning
- Apply authentication and security basics, including MFA and SSO troubleshooting
- Join the on-call rotation to support critical live customer needs
- You will be known for your ability to stay calm under pressure, while juggling multiple live issues to successful completion
- In your first 6 months, you will:
- Become a recognized frontline product expert and escalation authority
- Consistently exceed CSAT (>95%) while handling 25+ chats per day
- Resolve increasingly complex issues without escalation
- Proactively contribute improvements to documentation, tooling, and workflows
- Serve as a bridge between customers and Engineering — ensuring issues are precisely documented and their business impact understood
- You will elevate our support quality and influence product evolution with insights only frontline experts can provide
Our take
SpotMe is a B2B event marketing platform that enables users to create branded and personalized event apps whilst being provided with the tools to build positive customer relationships.
SpotMe’s services are trusted by many Fortune 500 companies, including RedHat, L’Oreal, Pfizer and Daimler, and now boasts over 10M users. The virtual event platforms market is predicted to surge by $17B by the end of 2028, and SpotMe is well positioned to capitalize on this growth as its app marketplace offers numerous integrations with other platforms supporting this space.
With over twenty years in business, SpotMe continues to grow its offerings to ensure it maintains its leading market position. It has formed partnerships with the likes of Ai-Media and Adobe to offer automatic captioning and improved management tools. And its recent acquisition by Swiss Post will allow the company to tap into its parent's tech stack and network in its key market areas.
Freddie
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Company benefits
- Work from anywhere - In addition to a MacBook, the remote new joiners receive a budget to set up their own workspace
- Inclusive culture - Our culture is an environment that encourages and celebrates diverse perspectives
- Accommodating Vacation (PTO) - Our people have a minimum of 25 days’ time off to use however they want. We also have additional time off for important events like getting married or moving apartments
- Parental Leave - New moms and dads deserve time to recover, bond, and care for their new family members
- Health and retirement - Our package help employees to maintain health and wellbeing
- Mental health and support - Life can be complicated. Therefore, our extensive Employee Assistance Program offers support for mental, financial, physical, and emotional wellbeing, 24/7, 365 days a year
- Company gatherings - Employees are invited to quarterly 3-day meetings that bring together all colleagues
Company HQ
Goose Island, Chicago, IL
Leadership
Pierre Metrailler
(CEO)Joined SpotMe in 2001 as a Software Engineer before working their way through the ranks and becoming CEO in 2016.
Daphné Rapin
(CFO)Joined SpotMe in 2014 as CFO. Previously worked at Mazars, and a number of Tax, Accounting, and Financial Consulting firms in the Geneva area.
Julien Canet
(COO)Joined SpotMe in 2021 at interim CFO before becoming COO in 2022. Previously they worked at Bottomline Technologies as CFO/HRD & Legal/Compliance.
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