Platform Support Specialist

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🕒 May 11

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Espresa

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤝 B2B

👥 HR Tech

☁️ SaaS

B2B • HR Tech • SaaS

Espresa is a company providing a global all-in-one solution for enterprise workforce management. The company's offerings include Lifestyle Spending Accounts (LSAs), well-being programs, rewards and recognition, and community engagement. Espresa's platform is designed to support employee well-being and engagement, inclusive benefits, and community building. The company's modular and mobile-first platform allows HR teams to streamline reimbursements, manage employee benefits, and foster a culture of inclusivity and belonging across global workforces. By revolutionizing personal benefits towards a more individualized approach, Espresa enhances employee experience and company culture, making HR teams more effective in their mission to engage and empower employees.

📋 Description

• Serve as the primary technical resource for enterprise customers. • Help administrators navigate our SaaS platform, diagnosing technical issues. • Act as a critical feedback loop between customers and our product and engineering teams. • Own technical resolution across support channels (email, phone, and chat). • Maintain high CSAT scores and contribute to the continuous improvement of our support systems and documentation. • Diagnose and resolve platform issues -- triaging configuration errors, integration failures, data discrepancies, and bugs. • Guide members and admins through platform features, configurations, and workflows. • Own escalated cases for enterprise and strategic accounts with urgency. • Maintain deep knowledge of the Espresa platform and contribute to internal documentation.

🎯 Requirements

• 3-5 years in a technical support or customer-facing SaaS role • Proven ability to learn complex platforms quickly and troubleshoot issues end-to-end, communicating resolutions clearly to technical and non-technical audiences • Experience with enterprise customers and escalations; HR tech or benefits platform background strongly preferred • Proficiency with Zendesk (or similar), MS Office, and Google Suite • Experience with SSO, SFTP, and API integrations • Exceptional written and verbal communication with the ability to manage difficult conversations with empathy and professionalism • Detail-oriented, able to prioritize a dynamic queue, and collaborative by default -- shares knowledge and supports the broader CS team • Bachelor's degree in Computer Science, Information Systems, or a related field preferred; equivalent practical experience considered • Certifications a plus: CompTIA A+ or Network+ (foundational IT), ITIL Foundation (support operations), or Zendesk Support Administrator

🏖️ Benefits

• Competitive compensation and benefits. • Opportunities for career growth and professional development. • A collaborative and innovative work environment. • Comprehensive benefits package that is competitive with Silicon Valley/Bay Area employers, including health, retirement, a Lifestyle Spending Account, generous PTO, and more.