Technical Support Associate

The Role

As a Technical Support Associate, you’ll play a critical role in shaping how customers experience Studio Designer. You won’t just respond to issues, you’ll take ownership of them, dig into root causes, and look for opportunities to leave things better than you found them.

This role is ideal for someone who combines technical aptitude with strong interpersonal skills, enjoys solving complex problems, and takes genuine pride in delivering a “wow” experience. You’ll work directly with interior designers, bookkeepers, and accountants, guiding them through technical challenges with clarity, empathy, and confidence.

You’ll also partner closely with Product, Engineering, Billing, and Customer Success to surface insights, improve workflows, and help raise the bar for our support organization.

Why This Role Matters

Our customers rely on Studio Designer to run their businesses. When something goes wrong—or when they’re learning something new—you’re the person who helps them succeed. If you’re energized by ownership, learning, and delivering standout customer experiences, this role was built for you.

What You’ll Do

• Own customer issues from first contact through resolution, ensuring nothing falls through the cracks
• Provide high-quality technical support via email and chat, with a focus on clarity, accuracy, and empathy
• Educate customers on how to effectively use different features and workflows across the Studio Designer and Mydoma platforms, helping them work more confidently and efficiently
• Troubleshoot software, data, and workflow issues across Studio Designer and Mydoma
• Ask thoughtful questions, investigate root causes, and provide accurate solutions
• Identify patterns in customer feedback and proactively share insights with internal teams
• Clearly document issues, resolutions, and learnings to improve future support outcomes
• Stay deeply knowledgeable about our products, new features, and evolving best practices
• Follow up with customers to confirm resolution and ensure they feel confident and supported
• Create, maintain, and improve Knowledge Base articles and internal documentation to help customers and teammates find clear, accurate answers independently

What You’ll Need

• High school diploma or equivalent
• Experience in technical support, customer support, or a related role (SaaS experience strongly preferred)
• Strong technical aptitude and the ability to learn complex systems quickly
• Excellent written and verbal communication skills, you can explain technical concepts to non-technical users with ease
• A high sense of ownership and accountability for customer outcomes
• Strong problem-solving skills and sound judgment when navigating ambiguity
• Ability to prioritize effectively and manage multiple issues in a fast-paced environment
• Experience with Microsoft 365

What Will Set You Apart

• Associate or bachelor’s degree in a technical or related field
• Experience with customer support platforms such as Zendesk, Salesforce, HubSpot, or Freshdesk
• Comfort working remotely and collaborating via Slack, Zoom, and SharePoint
• Availability to work in Pacific or Mountain Time zones
• A demonstrated desire to improve processes—not just follow them

How We Measure Success

• Customers feel heard, supported, and confident after interacting with you
• Issues are resolved thoroughly, not just quickly
• Patterns and opportunities for improvement are surfaced, documented, and shared
• You actively contribute to raising the quality and consistency of our support experience