1840 & Company - Technical Support Specialist

• Resolve high volumes of support tickets via email and occasionally video calls, adhering to established SLAs • Diagnose and resolve issues related to data integrations (eg. API, Flat-file) with investigative mindset • Maintain an in-depth understanding of our evolving SaaS product suite to provide accurate guidance and workarounds • Contribute to our internal knowledge base by writing clear technical articles and FAQ guides • Effectively document and escalate reproducible bugs to the Engineering team via Jira • Collaborate with Customer Success, Integrations, Data Team, and Engineering to ensure alignment across all teams • Meet CSAT, efficiency metrics and issue resolution targets while providing optimal customer service • A minimum of 3 years of customer service/ technical support experience, preferably in a contact center or similar environment • Proficiency with support tools like Zendesk, Datadog, Postman, Github and project management tools like Jira highly preferred • Experience with data validation and formatting, field mapping, payloads, and SQL reporting a plus • Exceptional written and verbal communication skills; ability to remain calm and empathetic under pressure • Familiarity with APIs, Webhooks, Netsuite, Shopify is highly preferred • Proven ability to manage your time effectively in a remote, contract-based setting • Need a break? “Mental Health Day” options - We want you at your best! • Regular virtual social events, including happy hours, lunch & learns, games and speaker series • Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth