Technical Support Specialist

When you join the Fountain team, you become part of the leading enterprise solution for frontline workforce management. Fountain’s automated, customizable platform provides a seamless applicant experience for workers, while ensuring organizations can scale and manage their frontline talent.

We’ve helped hundreds of companies like UPS, CLEAR, Stitch Fix, GoPuff, Fetch, and sweetgreen to hire, onboard, and manage over 14 million workers in more than 75 countries.

In 2022, we closed $185M in our Series C, led by SoftBank and B Capital.

Join our growing team of highly collaborative, ambitious, and forward-thinking Fountaineers as we empower our hundreds of customers and millions of frontline workers around the world.

Let’s elevate frontline work together.

About the role:

As a Technical Support Specialist, you will have the opportunity to maintain relationships with some of the biggest brands in the world, support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams. Our team’s mission is to build, deepen and grow relationships with our customers. Successful candidates will be passionate about solving problems and helping customers; thrive in cultivating genuine relationships; love tinkering and figuring out how things work; be able to spot problems and identify patterns; demonstrate a can-do attitude and a sense of ownership; and handle ambiguity well. This role works on Tier 2 and Tier 3 levels of support which requires more advanced technical acumen. If this sounds like you, then the game is afoot.

What you'll be doing:

• Respond to customer inquiries in Intercom ticketing system in a timely and professional manner, and provide work arounds or alternate solutions while issues are being investigated
• Diagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in Linear
• Investigate problems using data logs, on platform and API testing, using Fullstory to view user sessions, backend settings, and engaging with our integration partners
• Collaborate with engineering, support engineering, and product teams to identify and resolve technical problems
• Create RCA (Root Cause Analysis) documentation for some incidents when necessary
• Create and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tips
• Assist in the onboarding process for new team members, providing training and support as needed
• Gather customer feedback and insights to help improve product features and support processes
• Participate in team meetings to discuss ongoing issues, share knowledge, and enhance overall support quality
• Fountain is a multi-product suite, so it’s pertinent to the success of the team to stay up-to-date with product updates, new features, and industry trends to provide informed support
• Establish baseline performance metrics related to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSAT

What you should bring:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• 2+ years of experience in a technical support role at a software company
• Strong troubleshooting skills with the ability to diagnose complex technical issues
• Familiarity with software development processes and technologies (e.g., APIs, databases, querying DBs via SQL) and familiarity with log and error monitoring
• Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users
• Strong problem-solving abilities and a customer-oriented mindset
• Experience with ticketing systems and support tools (e.g., Intercom, Zendesk, Linear, JIRA) is a plus
• Experience with different HR systems, ATSs, and multi-product suites is preferred

Nice to have:

• Experience in B2B SaaS startup environments
• Working remotely for a global company across multiple time zones
• SQL experience

Even if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose?

Fountain offers an incredibly unique work environment. We employ a diverse team all over the world. Each Fountaineer is given the freedom to do their best work from wherever they choose. We also understand the importance of in-person connections and hold in-person meetings with your team and meet annually as an organization to build our relationships and focus on the future of moving Fountain Forward.

The benefits we offer in the United States include competitive health plans and a retirement plan. Some Fountain-wide perks offered to all employees across the globe include a flexible vacation policy, paid holidays, monthly lunch stipends, annual allowances for ongoing education related to your profession and career advancement, along with home office, cell phone, and wellness reimbursements. Fountain is a global employer, so some benefit offerings will vary from country to country.

Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.

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