easyllama.com - Technical Support Specialist
Requirements
• 3–5 years in Technical Support, Solutions Engineering, or similar role • Strong troubleshooting skills across integrations, APIs, and SaaS tools • Ability to clearly communicate technical concepts to both technical and non-technical audiences • Highly organized with strong attention to detail • Comfortable working cross-functionally with Product and Engineering teams • Proactive and resourceful — you take ownership of problems and drive them to resolution • Experience working with SAML, SCIM, SFTP, webhooks, or integration platforms • Familiarity with tools like Zoom, Slack, HubSpot, Linear, or similar SaaS ecosystems • Exposure to pre-sales or onboarding support • WHAT SUCCESS LOOKS LIKE • Escalated technical issues are resolved quickly and thoroughly • Clear communication between Support, Product, and Engineering • Reduced repeat issues through improved documentation and feedback loops • Prospects and new customers feel confident in technical setup and capabilities
Responsibilities
• Own and resolve escalated technical support issues, including integrations and complex product behavior • Troubleshoot across systems, APIs, and third-party tools to identify root causes • Act as a liaison between Support, Product, and Engineering on technical issues • Clearly document issues, reproduce bugs, and communicate context to internal teams • Ensure timely resolution and consistent follow-through on all escalations • Support pre-sales conversations by answering technical questions from prospects • Partner with Customer Success during onboarding to guide customers through technical setup • Identify recurring technical issues and drive improvements to: • Documentation and help center content • Internal troubleshooting workflows • Product feedback loops • Maintain clean, accurate records in support and CRM systems • Answer technical questions and provide recommendations to internal teams
Benefits
• This role ensures that complex technical issues don’t slow down customers or the business. You’ll play a critical part in resolving high-impact problems, improving the product through feedback, and supporting customers at key moments—from evaluation to onboarding. • The interview process at EasyLlama takes about 3-4 weeks and will include cross-functional stakeholders of the role. Here's what the interview process looks like: • Recruiter Screen • Hiring Manager Interview • Peer Interview • Executive Interview • Reference Checks • How We'll Take Care of You • $75K – $95K Base salary + Bonus potential • Flexible, fully remote environment • Competitive employer-sponsored health insurances • 401(k) + company matching • Professional development reimbursements • Quarterly remote work stipend • The EasyLlama herd is fully remote, with employees distributed across the US. We are currently hiring in the following approved* states: • CA - California • CT - Connecticut • MA - Massachusetts • NJ - New Jersey • NC - North Carolina • PA - Pennsylvania • WA - Washington • EasyLlama reserves the right to change the list of approved states at anytime. • To ensure the best employee experience, we offer competitive compensation packages, comprehensive benefits, an annual wellness stipend, PTO, 401k with company matching, and monthly team events to nurture connection! • At EasyLlama, we strive to walk the walk. We are helping make workplaces all over the globe safer and more inclusive, including our own. We honor employees and candidates from all walks of life and all experiences, regardless of race, ethnicity, veteran status, disability, sexual orientation, gender identity or religion. • Applies to full time (W2) employees.
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