About this role
What You'll Do
- Own customer support requests: Investigate, troubleshoot, and resolve customer issues through email, support tickets, and video calls while providing clear, timely communication throughout the process.
- Investigate technical problems: Diagnose application behavior, configuration issues, integration failures, and potential product defects using available troubleshooting tools and technical resources.
- Collaborate across teams: Partner with Engineering and Product to reproduce issues, document technical findings, escalate confirmed defects, and help drive problems to resolution.
- Develop product expertise: Build a deep understanding of Oktopost's functionality, architecture, integrations, and how customers use the platform.
- Support third-party integrations: Troubleshoot issues involving social media platforms, APIs, authentication, and connected marketing technologies.
- Create and improve documentation: Contribute to customer-facing Help Center articles, internal troubleshooting guides, and knowledge-sharing resources.
- Identify opportunities for improvement: Recognize recurring problems, documentation gaps, and customer pain points, and share actionable feedback with internal teams.
- Work collaboratively: Coordinate with Customer Success and Implementation Engineering to ensure customer needs are addressed by the appropriate teams.
What We're Looking For
- 2+ years of experience in SaaS technical support, application support, or a similar customer-facing technical role.
- Strong analytical and troubleshooting skills, with the ability to investigate complex problems and work toward solutions independently.
- Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical audiences.
- Experience working with web-based software applications and investigating configuration, functionality, or integration issues.
- Familiarity with web technologies, including HTTP, APIs, JSON, and browser developer tools.
- Ability to organize and prioritize multiple customer requests while maintaining clear ownership and communication.
- A collaborative mindset and willingness to work across technical and non-technical teams.
- Curiosity, attention to detail, and a willingness to continually learn new technologies and product capabilities.
A Plus If You Have
- Experience troubleshooting REST APIs, webhooks, OAuth, or third-party integrations.
- Working knowledge of JavaScript, SQL, or another programming or scripting language.
- Familiarity with Git, command-line tools, or Unix/Linux environments.
- Experience with Zendesk, Jira, or similar customer support and issue-tracking platforms.
- Experience using application logs, monitoring tools, or other technical diagnostic resources.
- Familiarity with social media management, digital marketing, marketing automation, or CRM platforms.
- Experience contributing to technical documentation or internal knowledge bases.
What Success Looks Like
You'll be successful in this role when you're able to independently investigate and resolve customer issues, communicate confidently with customers, and collaborate effectively with colleagues to address more complex problems.
Over time, you'll develop expertise across the Oktopost platform, become a trusted technical resource, and contribute to improvements that make our product and customer support experience better.