Technical Customer Support Specialist

🕒 June 16

🏄 California – Remote

🏄 California – Remote

💵 $60k - $80k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

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Zoo

WebsiteLinkedInAll Job Openings

11 - 50 employees

🔧 Hardware

🏭 Manufacturing

Hardware • Manufacturing

Zoo is a company that creates infrastructure for hardware design, addressing the growing demands of design that outpace current hardware design capabilities. By laying the foundation for a modern hardware design toolkit, Zoo enables the creation of innovative design tools that have never been possible before, positioning itself at the intersection of hardware and software development.

📋 Description

• Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets • Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features • Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues • Escalate complex technical issues while maintaining clear communication with customers • Create and maintain support documentation, FAQs, tutorials, and knowledge base articles • Identify common customer pain points and proactively recommend product improvements • Assist customers with onboarding, account management, subscriptions, and licensing questions • Monitor support metrics and help improve response times and customer satisfaction • Act as the voice of the customer by providing structured feedback to Product and Engineering teams

🎯 Requirements

• 2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role • Experience supporting SaaS, developer tools, engineering software, or CAD products • Exceptional written and verbal communication skills • Strong problem-solving skills and attention to detail • Ability to explain technical concepts in a clear and approachable way • Comfortable learning new software and troubleshooting technical issues independently • Highly organized with the ability to manage multiple customer conversations simultaneously • Empathy for users and a passion for delivering excellent customer experiences

🏖️ Benefits

• Competitive equity • Full benefits package