Senior Technical Specialist

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $62k - $65k / year

⏰ Full Time

🟠 Senior

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FormAssembly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2006

🏥 Healthcare

🍽️ Food & Beverage

💼 Consulting

💰 $2M Venture Round on 2021-01

Healthcare • Food & Beverage • Consulting

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

• Resolve customer issues over email and chat, focusing on the technically complex end of the queue • Diagnose problems across web forms, conditional logic, styling, and integrations • Troubleshoot Salesforce integration issues, including field mappings, error messages, object relationships, and connector configuration • Reproduce issues and scope them clearly before escalating to Tier 2 or Engineering • Monitor queues and Slack for trending problems and release-related issues, and escalate patterns early • Answer teammates’ questions in Slack and act as a go-to resource for Specialists working through hard cases • Mentor newer team members, including through the Support Buddy program for new hires • Write and improve internal documentation, troubleshooting guides, and process notes • Contribute to weekly case reviews and help raise case quality across the team • Assist with form moderation and bad-actor review • Share customer feedback and product friction with Support leadership, Product, and Engineering • Spend approximately 70% of time in the queue, 20% on team development, and 10% in meetings

🎯 Requirements

• 2+ years in a technical, customer-facing support role, with demonstrated experience troubleshooting beyond documented procedures • Strong written communication — clear, warm, and technically accurate • Experience diagnosing issues in a web-based SaaS product • Salesforce experience as a power user or administrator • Comfortable working remotely with reliable and secure internet access • HTML — reading and interpreting form structure, embedded forms, and iFrame publishing • CSS — diagnosing styling conflicts and selector specificity issues • JavaScript — reading errors and understanding form logic and dynamic behavior • Browser developer console — independent error diagnosis and DOM inspection • Salesforce — field mappings, error interpretation, object relationships, and connector configuration • Ticketing systems — clear bug reports with reproduction steps and severity assessment • Must be in the United States

🏖️ 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 • 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