About the Role
We’re looking for a detail-oriented and customer-focused Support Specialist to join our team. This role will focus on helping customers set up, troubleshoot, and optimize integrations between our platform and third-party tools as well as learn and provide support to Large Firms and complex requests created by our Tier 1 support team. You’ll be the go-to person for resolving integration issues, working closely with both our customers and internal teams (Product, Engineering, Services and Success) to ensure seamless connectivity and great customer experience.
What You'll Own:
- Serve as the primary point of contact for customers experiencing issues with integrations and large firms.
- Guide customers through setup and configuration of supported integrations and issues for our large firms (e.g., CRM, accounting, communications, workflow, or other SaaS tools).
- Troubleshoot and resolve integration errors, escalating to engineering when needed.
- Maintain documentation and FAQs related to integrations.
- Collaborate with Product and Engineering teams to log bugs, track feature requests, and provide feedback on recurring integration challenges.
- Monitor integration health and proactively identify potential issues before they affect customers.
- Provide clear, empathetic, and timely communication with customers.
- Leverage AI-assisted tools thoughtfully to help analyze logs, summarize technical issues, draft documentation updates, and accelerate troubleshooting workflows—while validating accuracy and maintaining customer data integrity.
- Contribute to building scalable support processes for integrations as our customer base grows.
About You!
- Experience: 2+ years in technical support, customer support, or a related role, preferably with a SaaS company.
- Technical skills: Familiarity with APIs, webhooks, authentication methods (OAuth, SSO), and integration troubleshooting. Ability to read technical documentation.
- Communication: Strong written and verbal communication skills; ability to explain technical concepts to non-technical audiences.
- Problem solving: Comfortable investigating root causes and working through complex customer issues.
- Tools: Experience with ticketing systems (e.g. Salesforce, Intercom), and common SaaS tools.
Bonus: Experience supporting integrations in areas such as CRM, accounting, or workflow automation platforms.
Why Work at Karbon?
- Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 15 paid time off days per year (which includes 5 Karbon Days per year)
- 7 Sick leave days per year
- Internet and work-from-home subsidy
- Discretionary bonus program
- Work with (and learn from) a very experienced team
- Be part of a startup team that will continue to grow around you
- Flexible approach to work environment (we believe in trust and autonomy)
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
