Tech Support Specialist

As a Technical Support Specialist at UserGems, you will play a crucial role in supporting the Customer Success team by addressing technical inquiries related to our product. Serving as the bridge between the Customer Success team and Engineering, you will be responsible for troubleshooting and resolving issues, ensuring data quality, and investigating potential data inconsistencies between Salesforce and UserGems. Additionally, you will have the opportunity to become a product expert and contribute to building an FAQ. This role offers the chance to work directly within the Engineering team and be part of a rapidly growing company that leverages artificial intelligence to help companies identify their most relevant buyers.

• Provide technical support to the Customer Success team
• Act as a bridge between the Customer Success team and Engineering
• Handle 2nd level support for technical questions related to the product
• Collaborate with the development and product teams to understand how the product is used by customers
• Troubleshoot and resolve issues in a timely manner
• Regularly check for data quality issues in the product
• Investigate potential issues with data inconsistencies between Salesforce and UserGems

• Experience in 2nd level technical support
• Ability to troubleshoot and resolve issues in a timely manner
• Familiarity with Salesforce and ability to investigate potential data inconsistencies between Salesforce and UserGems
• Strong understanding of how the product is used by customers
• Attention to detail and ability to regularly check for data quality issues
• Ability to work closely with other departments and be a bridge between the Customer Success team and Engineering
• Willingness to become a product expert over time
• Strong communication and problem-solving skills

• Competitive Salary + Equity
• Medical, dental, and vision coverage
• Unlimited Paid Time Off (PTO)
• Opportunity to work in a fast-growing startup
• Remote-first company with the ability to work from anywhere
• Weekly standups, virtual happy hours, and in-person off-sites
• Customer-focused and data-driven work environment
• Emphasis on diversity and inclusion
• Competitive salary and benefits