Technical Support SpecialistAnedot

Technical Support Specialist

Impactful, Permanently Remote Work at Anedot.

Company: Anedot, Inc.

Organization: Customer Experience

Team: Support

Reports to: Customer Support Manager

Experience Level: Mid-Level

Type: Full-time, exempt; at-will

Location: Permanently remote

Base Comp Range: $70,000 - 80,000 annual

Perks/Benefits: $10,000 - $15,000 plus 4% 401(k) match

Base PTO: 30 days per year (15 days, plus 10 holidays, plus 5 floating holidays)

About the Role

The Technical Support Specialist is a mid-to-senior level role housed within our Customer Experience organization, serving as a critical bridge between our customers and Engineering team on complex technical issues. This position works closely with Engineering and will collaborate within the Support team, taking ownership of escalated cases and ensuring they are resolved with accuracy and efficiency. Key areas of ownership include data migrations, Salesforce administration, key technical support escalations, automation advocacy, and serving as an engineering project liaison. This role will receive mentorship and technical review from the Engineering team.

In the early stages, this hire will focus on addressing customer support tickets to gain a deep understanding of our platform and customer needs.

1. Advanced Support Ticket Resolution: Handle complex P1 and P2 support tickets, ensuring timely resolution and escalating to management when necessary.

2. Engineering Issue Management: Scope, document, and submit well-structured issues in GitHub for the Engineering team based on Support escalations.

3. Data Migrations: Serve as the lead Support resource for customers using the migration tool, providing guidance and troubleshooting.

4. Data Update Coordination: Coordinate and even write scripts (nice to have, not requirement) in GitHub issue for engineers to execute in order to update customer data accurately and securely.

5. Bug Investigation: Reproduce and investigate reported bugs, collaborating with Engineering to determine root causes and next steps.

6. General Integration Support: Lead customer-facing calls and information gathering for integration and API troubleshooting.

7. Salesforce Support: Obtain (or already hold) a Salesforce certification to assist customers with Salesforce integration issues. Current Salesforce certification preferred.

8. Automation Advocacy: Identify opportunities for process automation and efficiency improvements, working with Engineering to implement solutions that reduce manual work and improve customer experience.

9. Engineering Project Liaison: Serve as the primary point of contact between Customer Experience and Engineering teams for technical projects, facilitating communication, requirements gathering, and ensuring customer needs are represented in engineering decisions.

1. 3+ years in a technical support, or engineering-adjacent role, ideally within SaaS or a similar technology environment.

2. SQL knowledge preferred.

3. Ability to scope and document technical issues clearly for engineering teams.

4. Familiarity with GitHub issue tracking.

5. Experience troubleshooting integrations and APIs.

6. Knowledge of digital marketing technology (GA4/GTM, etc)

7. Strong problem-solving and analytical skills, with a detail-oriented mindset.

8. Excellent communication skills, both written and verbal.

9. Salesforce Administrator certification (or willingness to obtain within first 6 months).

We started Anedot in 2010 and are now launching a major payment processing and finance product aimed at empowering organizations through innovation, scalability, and world-class user experiences. You will have a significant impact on a highly visible and transformative platform. We are a low-meeting and little bureaucracy organization—we don't have time for that.

In this role, success is measured by:

• First 90 Days: You are proficient in handling P1/P2 tickets, creating engineering issues, and handling basic integration troubleshooting.

• 6 Months: You are independently managing migration requests, leading integration troubleshooting calls, and writing scripts for data updates.

• 12 Months: You have reduced turnaround time for complex tickets and escalations, improved communication workflows between Support and Engineering, and are actively contributing to automation initiatives. 

• Ongoing: You serve as the go-to technical expert for the Support team, consistently improving processes, and enabling faster resolutions for our customers.

1. Fill out a job Application (whether direct or via recruiter)

2. Initial Interview

3. Technical Questionnaire

4. Video interview with our Founder and CEO. Before this meeting we'll send an optional Clifton StrengthsFinder access code.

Please note that we're unable to offer individual feedback during the screening process.