Enterprise Technical Support Specialist
About The Position
We are seeking an Enterprise Support Specialist to provide expert-level support to Enterprise, Strategic, and internal customers. You will collaborate with Customer Success, Product, Engineering and Support teams to resolve technical issues, implement best practices, and enhance the customer experience. As a subject matter expert in our product’s software and hardware, you will handle complex escalations, analyze support trends, and ensure timely resolution of bugs, outages, and configuration challenges. The ideal candidate possesses a technical curiosity, is detail-oriented, proactive, and customer-obsessed, with a passion for problem-solving. This role is based in our Raleigh, NC headquarters, requiring 5 days per week in the office (9am-6pm).
Requirements
- 4+ years of experience in a technical support role within a transferable industry
- Demonstrated experience providing face-to-face customer support, including the ability to build rapport, address customer inquiries and concerns, and resolve issues effectively
- Strong time management and organizational skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.
- Excellent oral & written communication skills
- Ability to undertake travel to customer locations with short notice
- Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
- Ability to articulate complex issues simplistically with carrying stakeholders from end operators to C-suite executives
- Ability to thrive and react to changing business needs within a startup environment
- Established track record of successfully building and nurturing relationships across diverse levels of experience
- Experience with CRM platforms and ticketing tools
Responsibilities
- Be the primary technical contact in onboarding strategic customer accounts (virtually and in person), ensuring connectivity environments, indoor location, and additional product functionality meets performance standards
- Serve as a primary point of contact for technical troubleshooting and problem-solving, ensuring timely resolution and maintaining strong relationships with strategic customers. This includes collaborating with internal and external teams to identify root causes and implement effective solutions.
- Build credible and long standing relationships both key IT and business stakeholders within strategic customer accounts
- Demonstrate a strong understanding of customer’s product usage and use cases by documenting and tailoring support practices based on account needs
- Proactively monitor product performance and engagement indicators for strategic customers, expediently addressing issues and mitigating downstream customer impacts
- Leverage customer interactions, escalation trends, industry data, and knowledge of new/upcoming features to drive continuous improvement of support documentation, SOPs, and processes, ensuring timely resolution and an excellent customer experience
- Provide frontline support during new hardware/software implementations and special projects, managing multiple support channels and serving as an escalation point for internal teams.
- Take ownership of high-level issues and trends, driving them to resolution while keeping stakeholders informed, escalating as needed, and advocating for the customer by collaborating with Product, Engineering, Operations, and other teams.
- Be deeply familiar with the product roadmap and its relevancy to assigned enterprise customers. Partner with Customer Success to ensure communication is clear with customers.
- This role requires approximately 40% travel for on-site customer engagements, including onboarding, troubleshooting, new product introductions, business reviews, and roundtables.
Benefits
- 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability, and Life Insurance benefits for you and those who depend on you
- Generous Paid Time Off
- 401(K) Savings Plan + Company Match
- Baby Cash Reward + Paid Parental Leave
- Wellness Perks, including a world-class onsite fitness center with instructor-led classes + locker room, as well as endless outdoor amenities, whether tennis, basketball, cycling, or pickleball is your jam
- Free Snacks and Fun Times
- Latest tech, standing desks, and all the accessories and software you need to succeed in your role
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
