Principal Technical Support Specialist

🕒 Abril 30

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $65.000 - $70.000 / ano

⏰ Tempo Integral

🔴 Especialista

📞 Engenheiro de Suporte

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FormAssembly

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2006

☁️ SaaS

🏢 Corporativo

📋 Conformidade

💰 $2.000.000 Venture Round em 2021-01

SaaS • Enterprise • Compliance

FormAssembly é uma plataforma robusta que permite a empresas, universidades e organizações sem fins lucrativos criar, gerenciar e proteger seus formulários web e processos de coleta de dados. Especializada em integrações perfeitas com o Salesforce e outras aplicações essenciais, a FormAssembly permite que usuários projetem formulários personalizados e com a identidade da marca, sem necessidade de conhecimento em programação. A plataforma prioriza segurança e conformidade, atendendo a regulamentações como HIPAA, GDPR e PCI DSS. Organizações dos setores de serviços financeiros, saúde, ensino superior e governo confiam na FormAssembly para otimizar fluxos de trabalho, automatizar o processamento de dados e garantir uma gestão segura das informações, elevando a experiência do usuário e a precisão dos dados.

Descrição

• Spend a majority of your day resolving complex customer issues via email, chat, and other support channels • Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases • Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues • Provide real-time guidance and support to team members via Slack and case collaboration • Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts • Contribute to and help maintain internal documentation, troubleshooting guides, and support processes • Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality • Help ensure consistency and quality in customer interactions and technical resolutions • Participate in initiatives that improve team efficiency, workflows, and customer experience

🎯 Requisitos

• 4–6+ years in a technical, customer-facing support role • Strong experience handling escalated or complex technical issues • Willingness to join customer facing phone calls to troubleshoot technical issues. • Demonstrated ability to mentor and support peers without formal management responsibilities • Advanced understanding of product functionality, integrations, and troubleshooting methodologies • Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2) • Remote employees are required to have reliable and secure internet access • Proposed Core Technical Requirements • HTML — Reading and interpreting form structure, iFrame publishing, embedded forms • CSS — Diagnosing styling conflicts, selector specificity, theme-level issues • JavaScript / jQuery — Reading JS errors, understanding form logic and dynamic behavior • Browser Developer Console — Independent log review, DOM inspection, error diagnosis • Salesforce — Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication • Diagnostic Tools — New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing) • Jira — Bug ticket creation, severity/priority assessment, known issue mapping • Written Communication — Clear, technical-to-plain-language translation for email-based customer responses

🏖️ Benefícios

• Health benefits (health, dental, vision) for Team Members based in the United States • Mental Health benefits with SpringHealth • 401(k) with 4% company match • Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees. • 9 paid company holidays • Flexible work schedule; work from anywhere! • Generous Paid parental leave (up to 16 weeks) • Charitable contribution match • Budget for professional development • Company provided Mac laptop