Enterprise Support Specialist

???? Description

• Develop product expertise to diagnose inquiries
• Manage customer cases via email from start to resolution
• Guide large orgs through workspace configurations with Sales
• Be the voice of the customer; document gaps with data-backed cases
• Lead high-risk escalations and coordinate with partners
• Identify trends and advocate for fixes and improvements

???? Requirements

• 3+ years in a support role for a technical SaaS product (enterprise focus)
• Experience administering large end-user communities or guiding complex implementations
• Experience evaluating business impact of tech issues to drive cross-functional alignment
• Consultative comms; translate tech concepts for diverse audiences
• Troubleshooting SAML/SSO and SCIM configurations for large orgs
• Familiarity with AI concepts (prompting, generative AI, ML basics)

???? Benefits

• Equity plus comprehensive benefits
• Health, dental, vision; retirement plan
• Parental leave and family planning support
• Mental health and wellness benefits; PTO and stipends

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