Technical Support Specialist II

Description

For over 20 years, the company has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

Energized by solving problems and providing outstanding support? There's never been a better time to join the company! As a Technical Support Specialist, you will report to one of our Support Team Managers and work with team members across the globe. Your responsibilities will include delivering support to our customers, maintaining high service standards, and contributing to team projects.

At the company Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution.

You will report to a Support Manager. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica.

Responsibilities

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources such as escalation resources to resolve customer issues and deliver great customer experiences
• Become the company Product Certified and work with customers through a variety of channels including email, phone, and chat
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance
• Become an expert in a specific product area
• Contribute to team projects
• Give and receive thoughtful feedback on team processes and leadership
• Manage other responsibilities as assigned

Requirements

• Excellent written, verbal and interpersonal communication skills
• 1+ years of Technical or Customer support experience, or equivalent
• Ability to demonstrate empathetic and confident issue ownership, assuring customers that if you can't solve their problem, you will ensure they are directed to the right resource
• Working knowledge of assigned feature a plus
• Flexibility in your working hours as this position will require work outside of standard business hours
• Get to Know Us:
• At the company, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.