Principal Technical Support Specialist

🕒 April 30

🇺🇸 United States – Remote

💵 $65k - $70k / year

⏰ Full Time

🔴 Lead

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

Apply Now

Find Similar Remote Jobs

Receive Emails For Remote Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

FormAssembly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2006

☁️ SaaS

🏢 Enterprise

📋 Compliance

💰 $2M Venture Round on 2021-01

SaaS • Enterprise • Compliance

FormAssembly is a powerful platform that enables businesses, universities, and nonprofits to create, manage, and protect their web forms and data collection processes. Specializing in seamless integrations with Salesforce and other key applications, FormAssembly allows users to design custom, branded forms without needing coding skills. The platform emphasizes security and compliance, supporting data regulations such as HIPAA, GDPR, and PCI DSS. Organizations in financial services, healthcare, higher education, and government sectors trust FormAssembly to streamline workflows, automate data processing, and ensure secure data management, ultimately enhancing user experience and data accuracy.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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