What's the opportunity?
We’re looking for an experienced, curious, and collaborative Technical Support Specialist (TSS) who can hit the ground running with minimal direction and help shape the future of our Support organization.
This is not your typical support role. As a Technical Support Specialist, you'll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. You’ll be a change agent on the team solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions.
If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, and you're sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!
Why Join Us
This role is a chance to deepen your technical skills, expand your influence, and help shape a fast-moving team that's redefining what great support looks like. You won’t just be answering tickets — you’ll be helping build the future of how we support customers.
What will I be doing?
Customer-Facing Work & Team Collaboration
- Experience in chat, email, and/or video-based customer support.
- Display strong communication skills—able to break down complex topics for non-technical users.
- Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed.
- Ability to support 60-70 customers per week, providing efficient and meaningful support.
- Take ownership of complex customer questions across our suite of products — from first contact to final resolution.
- Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more).
- Navigate ambiguity using structured thinking, creativity, and a strong product mindset.
- Act as a mentor providing feedback, initiating upskilling, and modeling best practices.
- Coach peers through tough tickets while flagging trends that impact Support.
- Share insights and improvements to help evolve how our team supports customers and collaborates internally.
What skills do I need?
- Technical Support Experience. You’ve spent 3–5 years in customer support, with 1–2 years in SaaS, B2B, or complex product environments. You know what good support looks like and what it takes to deliver it.
- Technically Fluent. You're confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue.
- A Confident Communicator. You explain technical topics in simple, human language and can shift tone based on the situation.
- Self-Directed. You plan your workload based on urgency and impact. You don’t wait for someone to assign you tasks — you find the work that matters and do it.
- Curious + AI-Passionate. You're excited about the role AI plays in customer support and you stay informed on new tools, features, and workflows (specifically our AI Agent Fin).
- A Team Player & Coach. You uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team.
Bonus skills & attributes
Bonus points if you have:
- Experience using Intercom, or similar SaaS platforms.
- Comfort with tools like GitHub, logging platforms, or browser dev tools.
- Experience writing or maintaining self-serve documentation, macros, or AI prompts.
- A passion for teaching, mentoring, or leveling up others in your team.
- Previous experience in a fast-growing startup environment.
You’ll Thrive Here If You:
- Are passionate about leveraging AI to enhance support experiences and drive team performance.
- See support as an exciting opportunity to solve daily customer related puzzles.
- Like finding ways to work smarter, not just harder.
- Are hungry to learn, iterate, and help build something great.
- Are excited by ownership, accountability and feedback—you don’t just do the work, you shape how it’s done, and are ok with sharing both constructive feedback & kudos about it.
Benefits
We are a well-treated bunch with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and meaningful equity.
- Comprehensive medical, dental, and vision coverage.
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy.
- Paid Parental Leave Program.
- 401k plan & match.
- In-office bicycle storage.
- Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the Greater Chicago Area is 62,000 - 74,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
