Technical Support Specialist

Make an Impact in Technical Support

Applicants must be authorized to work in the United States without sponsorship, now or in the future. We are unable to sponsor work visas at this time.

We’re looking for a mission-driven Technical Support Specialist who thrives on solving problems, supporting users, and helping bring innovative technology to life. If you're passionate about delivering excellent service, communicating clearly, and working in a dynamic, fast-paced environment—this could be the opportunity for you.

In this hybrid role based near Round Rock, TX, you’ll play a critical part in supporting users of a cutting-edge virtual assessment and monitoring tool that helps improve outcomes for vulnerable populations. You’ll work cross-functionally with internal teams to ensure a seamless support experience and contribute directly to a product with meaningful real-world impact.

Key Responsibilities

• Provide exceptional customer service and technical support via phone and email
• Troubleshoot software and hardware-related issues in real time to reduce downtime
• Own the end-to-end resolution of client requests with clarity and efficiency
• Partner with Customer Success, Implementation, Product, and Engineering to resolve complex issues
• Deliver ad hoc product training to increase user knowledge and confidence
• Stay informed on product updates to deliver accurate, up-to-date support
• Participate in system testing before product updates go live

What You Bring

• 2+ years in a SaaS technical support or helpdesk role
• Excellent written and verbal communication, with a customer-first attitude
• Strong documentation habits—able to create clear, reusable internal and client-facing resources
• Ability to explain complex concepts in a user-friendly way
• Team-oriented, yet capable of working independently and managing your time effectively
• Comfortable navigating support platforms like Zendesk, HubSpot, Freshdesk, or Intercom
• Adaptable to new tools, processes, and technologies
• Fluent or native-level proficiency in English
• Able to thrive in a fast-moving environment with shifting priorities

Preferred Qualifications

• Experience working in a high-growth startup environment
• Familiarity with HubSpot and/or Jira
• Background in telecommunications (e.g., AT&T, Verizon)
• Experience troubleshooting Wi-Fi routers or IoT devices