Platform Support Specialist

Worldwide Salaried Open

Job Description:

Serve as the primary technical resource for enterprise customers.
Help administrators navigate our SaaS platform, diagnosing technical issues.
Act as a critical feedback loop between customers and our product and engineering teams.
Own technical resolution across support channels (email, phone, and chat).
Maintain high CSAT scores and contribute to the continuous improvement of our support systems and documentation.
Diagnose and resolve platform issues -- triaging configuration errors, integration failures, data discrepancies, and bugs.
Guide members and admins through platform features, configurations, and workflows.
Own escalated cases for enterprise and strategic accounts with urgency.
Maintain deep knowledge of the Espresa platform and contribute to internal documentation.

Requirements:

3-5 years in a technical support or customer-facing SaaS role
Proven ability to learn complex platforms quickly and troubleshoot issues end-to-end, communicating resolutions clearly to technical and non-technical audiences
Experience with enterprise customers and escalations; HR tech or benefits platform background strongly preferred
Proficiency with Zendesk (or similar), MS Office, and Google Suite
Experience with SSO, SFTP, and API integrations
Exceptional written and verbal communication with the ability to manage difficult conversations with empathy and professionalism
Detail-oriented, able to prioritize a dynamic queue, and collaborative by default -- shares knowledge and supports the broader CS team
Bachelor's degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered
Certifications a plus: CompTIA A+ or Network+ (foundational IT), ITIL Foundation (support operations), or Zendesk Support Administrator

Benefits:

Competitive compensation and benefits.
Opportunities for career growth and professional development.
A collaborative and innovative work environment.
Comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.

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