Technical Support Specialist - Student Position
About The Position
As a Technical Support Specialist, you'll be on the front lines, providing expert technical support and troubleshooting complex issues for our users. You'll have a significant impact on our users and the growth of our product. Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication. Reproduce, diagnose, and document technical problems end-to-end, capturing precise steps, logs, and screenshots. Work hands-on in the product to understand features, validate fixes, and regularly test new flows; provide actionable feedback. Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console). Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment. Proactively surface product patterns and emerging trends; raise risks and suggest documentation improvements. Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents. Uphold security and data-handling best practices when working with sensitive user information or logs.
Requirements
- This is a hybrid role requiring candidates to work 2.5 days per week with a minimum of 2 days from our Wix Office in Cedar Rapids, Iowa.
- Currently pursuing a Bachelor’s in CS, IS, Engineering, or a related technical field.
- This role is designed for the Class of 2026. We’re looking for students ready to jump into a career shortly after their internship
- Prior exposure to technical support or client-facing troubleshooting .
- Solid web fundamentals: understand HTTP requests/responses, status codes, and JSON; comfortable using browser DevTools.
- Familiarity with APIs: ability to use Postman (or cURL) to send requests, read responses, and follow simple authorization patterns.
- Analytical troubleshooting skills: proven ability to reproduce issues, capture evidence, and write clear steps.
- Strong client-facing communication: clear, empathetic writing and speaking; able to translate technical findings for non-technical audiences.
- Ownership mindset: demonstrated ability to drive projects or tasks to completion in fast-moving environments.
Responsibilities
- Provide timely, high-quality support to users: triage, troubleshoot, and resolve product issues with clear, empathetic communication.
- Reproduce, diagnose, and document technical problems end-to-end, capturing precise steps, logs, and screenshots.
- Work hands-on in the product to understand features, validate fixes, and regularly test new flows; provide actionable feedback.
- Investigate API and integration issues using tools like Postman and browser DevTools (Network/Console).
- Collaborate closely with Engineering and Product to scope, prioritize, and escalate issues with strong context and impact assessment.
- Proactively surface product patterns and emerging trends; raise risks and suggest documentation improvements.
- Create and maintain clear runbooks and knowledge base articles to improve self-serve and reduce repeat incidents.
- Uphold security and data-handling best practices when working with sensitive user information or logs.
