Customer Support Specialist (Technical) at Deskpro

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

12 May, 26

Salary

0.0

Posted On

11 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Troubleshooting, SQL, API Knowledge, REST APIs, Problem-Solving, Rapid Learning, Written Communication, Technical Documentation, B2B SaaS Support, Workflow Management, Data Investigation, JSON, HTTP Requests, Ownership, Customer Success

Industry

technology;Information and Internet

Description

You’ll be a core part of the Deskpro team and one of our primary customer-facing representatives, taking ownership and responsibility from day one. This is a highly collaborative, technically hands-on support role where you’ll work closely with customers using Deskpro in complex, real-world environments. Our customers integrate Deskpro with a wide range of tools, platforms, and APIs. You’ll regularly troubleshoot unfamiliar setups, investigate data using SQL, and help customers succeed with powerful workflows and integrations. We’re looking for someone curious by nature, someone who enjoys digging into how things work, asking thoughtful questions, and exploring solutions even when the problem is new or unfamiliar. If you enjoy solving problems, learning quickly, and translating technical concepts into clear, helpful guidance, this role is for you. 2+ years of experience in customer support at a B2B SaaS company. Comfortable supporting technically complex products, including workflows, automations, reporting tools, and integrations. Practical experience using SQL to query data and investigate issues. Hands-on experience or strong working knowledge of APIs (REST APIs, authentication, troubleshooting requests/responses). Strong problem-solving skills and a rapid ability to learn new systems and technologies. Excellent written communication skills, with the ability to explain complex concepts clearly and concisely. Comfortable joining calls or meetings with customers to gather requirements and fully understand their challenges. A genuine enjoyment of helping people and a strong sense of ownership over customer outcomes. Experience supporting developer-facing or highly configurable software. Familiarity with web technologies, JSON, or troubleshooting HTTP requests. Experience contributing to help centers or technical documentation. Hybrid working model: 3 days in the Austin office, 2 days remote Unlimited paid time off plus US public holidays Comprehensive health, dental, and vision insurance 401(k) retirement plan Life Insurance Company-provided laptop and home office equipment Regular team socials and company events A chance to be truly invested in a growing, global software company High autonomy with real responsibility and impact from day one

Responsibilities

The specialist will act as a primary customer-facing representative, taking ownership of support issues for customers using Deskpro in complex, real-world environments. This involves regularly troubleshooting unfamiliar setups, investigating data using SQL, and helping customers succeed with powerful workflows and integrations.