Time zones: MST (UTC -7) PST (UTC -8) Highlights
- Chameleon is SaaS for product teams to create in-product UX (modals banners launchers checklists microsurveys etc.) to drive user engagement. Watch a short demo here .
- We are a remote-first Series A VC-backed startup with ~40 folks distributed across the Americas and Europe. Learn more about our team company and culture here . 💕
- We are looking for a Technical Support Specialist with 2+ years experience in SaaS to support the technical needs of our customers
- 🌎 Located in the Americas - specifically in the Pacific or Mountain timezone
- This role is customer-facing but also technical so a good understanding of HTML and CSS is required. JavaScript knowledge is preferred.
- Salary range for this role is $60k - $100k USD annually based on experience.
- We try to make our application process different. We think interviewing isn't the best or only way for either party to assess fit. Instead our process is designed to evaluate work quality collaboration and feedback.
View the full job description
here The Technical Support Specialist role at Chameleon
Customers trust us with their users’ experience and we take that seriously – but not everything always goes according to plan. Unexpected issues edges and hiccups arise that require some extra attention so that our customers can continue to use Chameleon effectively and smoothly.
That's when our Technical Support Specialists step in. As skilled troubleshooters they investigate uncover explain resolve and most importantly win back trust.
Because our product operates within our customers' applications there is a lot of technical sophistication under the hood. Support Specialists often troubleshoot within the intricate connections between Chameleon and various applications.
This role is ideal for someone comfortable in a customer-facing role who enjoys diverse challenges and problem-solving.
Example day as a Technical Support Specialist + tooling stack
- Review Tickets ☕
- Start the day by checking for newly reported issues and ongoing cases. Prioritize these tickets to determine if any are high-priority and need an immediate investigation/response. Intercom Slack Trello
- Investigate/Resolve issues 🔎
- Once they've been prioritized dive into tickets. Analyze the issues troubleshoot identify the cause and communicate the fix to customer (or internally if needed). This may mean logging into our customers’ software to recreate the issue consistently.
- Pair with engineers on rapid response fixes bug resolution or more complex issues that require a deeper dive. Tuple
- Use common cases to update our documentation as needed to proactively help with similar questions going forward. Chrome's Developer tools Slack
- Customer Calls 💻
- On average you will have 1-2 calls per day to discuss issues in further detail with customers and help resolve or investigate them in real time. Zoom
- Documentation & Integrations 📝
- When you're not actively investigating an issue or communicating with a customer take the time to update and improve internal & customer-facing documentation. Provide proactive help and workarounds in this documentation based on tickets you worked on from the day. Intercom & Notion
- Take time to actively test out integrations and proactively be prepared for questions about them when a customer has them.
- Stay up to date on new product changes features and releases. Slack Loom
Skills and experience that will aid success in this role
- 2+ years working in a technical customer-facing position
- 1+ years working at a SaaS startup (<50 employees)
- Foundational knowledge of HTML CSS and JavaScript
- Experience using the browser console and/or other debugging tools
- Desire and willingness to grow more technically
- Human-centric approach and empathy with customer's frustrations use cases goals and challenges
Requirements
- You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
- You are located in the Pacific Timezone or Mountain Timezone
- Note: if you are located in a different geo we cannot consider you despite any willingness to work within these hours
- Fluency (written and verbal) in English
Extra details + benefits
💵 Salary range for this role is $60k - $100k USD annually based on experience and amount of early-stage equity. We benchmark according to similar stage and sized companies
💻 New M3 Macbook Air with 16GB ram to work with and budget for home office equipment
🚀 High-quality standards regular feedback and opportunities to help you grow quickly
- We use Lattice for 1-1s reviews and feedback to have clarity and well-documented check-ins so we are all on the same page
🌳 Flexible work hours and generous time off plus no-meeting Fridays! 🤸♀️
💡 Work with some of the best product people in the world as customers
🌈 Chameleons are all different and uniquely beautiful. They change and aren't required to associate or identify with specific labels. We welcome the chance to get to know you not just your resume. We are committed to building a diverse and inclusive team of various backgrounds cultures languages experiences preferences and personalities. That's what helps us all grow and evolve.