Senior Technical Support Specialist

Remote - US

woman on laptop

This role can be performed remotely anywhere during PST business hours and within the United States.

Technical Support Specialists at Fullstory are trusted product experts both for the company and for our customers. Whether it’s helping a customer handle the nuance of search or tracking down why their site isn’t capturing user sessions as expected, Technical Support Specialists are constantly working on challenging problems while helping our customers love Fullstory. In this role, you’ll be reporting to the Global Senior Manager of Technical Support Specialists and will be serving on the front-line, ready and willing to assist our customers when they reach out.

As a member of the Customer Experience organization at Fullstory, it’s never enough to only focus on a single ticket or play games to lower our response times (ugh). At Fullstory, we know the best way to support our customers is to eliminate snags in the product experience the first time around, and our Technical Support Specialists play a key role in advocating for improvements on the customer’s behalf.

In a typical day, you might:

  • Support customers via tickets in Zendesk, helping them to recognize the full value of Fullstory.

  • Advocate for improvements that matter to customers, leading to actual changes within the product and to our processes.

  • Proactively surface, propose, and implement solutions to broken and inefficient processes.

  • Budgeted time outside of the support queue (we call this extra-queue-riccular work) to contribute to projects that meaningfully impact company-wide goals.

Here's what we're looking for:

  • Has previously worked as a SaaS support professional troubleshooting technical issues for software bugs or APIs.

  • Experience prioritizing tickets based on customer needs using Zendesk.

  • Experience handling escalated customer requests with empathy.

  • Located in the United States and can work a 9am-5pm PST schedule.

  • Willing to assist with an incident, critical weekend and after hours rotation.

The impact you'll have in 6 months:

  • Manage the support queue with minimal assistance.

  • Devote up to 40% of your time working on projects outside of the queue.

The impact you'll have in 12 months: 

  • Be the final point of escalation for the most challenging customer situations.

  • Contribute to cross-collaborative projects that drive growth for the customer experience (CX) department.

#LI-Remote #LI-SO1

About Fullstory

Fullstory is on a mission to help technology leaders make better, more informed decisions by injecting behavioral data into their analytics stack. The company’s patented technology unlocks the power of quality behavioral data at scale by transforming every digital visit into actionable data and insights. With Fullstory, enterprises can get closer to their customers’ true sentiment and intentions to predict what they want, create personalized experiences, and drive conversion, loyalty, and revenue. Fullstory is headquartered in Atlanta, USA, with regional teams across North America, EMEA and APAC.

How we support you:

Fullstorians are committed to building something better—from how we approach our product, to how we care for our customers and each other. Better is only possible when we can bring our full selves to work. Along these lines, we offer:

  • Autonomy and flexibility. From a remote-first work environment and flexible paid time off, to an annual company-wide closure – Fullstorians can focus on the moments that matter.

  • Benefits. Take care of the whole you. FullStory offers sponsored benefit packages for US-based Fullstorians, and supplemental coverage options for international Fullstorians.

  • Learning opportunities. We provide professional development opportunities through training programs, career coaching sessions, and an annual learning subsidy.

  • Productivity support. We provide all Fullstorians with a monthly productivity stipend and reimburse remote colleagues for their initial home office set up.

  • Team events. Connect with fellow Fullstorians through Employee Resource Group events, Listening & Alignment weeks, and team off-sites.

  • Paid parental leave. Fullstorians have the flexibility to balance the needs of their growing families without the added stress of figuring out work and finances.

  • Grow your family. We offer a global fertility and family building benefit that encompasses all journeys to growing your family.

  • Bereavement leave. Every family is different; we leave it to you to define who your family is, and support you when you need it most.

  • Miscarriage/Pregnancy loss leave. Whether it is for a Fullstorian or their partner – take the time you need.

Fullstory is proud to be an equal opportunity workplace dedicated to fostering an increasingly diverse community. We want candidates of all human varieties, backgrounds, and lifestyles. There’s no problem that can’t be made better by bringing together people with a broader set of perspectives. If our product, values, and community resonate with you, please apply - we'd love to hear from you!

If you may require reasonable accommodations to participate in our job application or interview process, please contact Requests for accommodations will be treated confidentially.

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