Senior Technical Support Specialist at Retention Science
Santa Monica, CA, US
ReSci's mission is to make artificial intelligence accessible and usable for brands. 
Our values: Inspire with passion. Persevere with determination. Collaborate with unity. Grow without bounds. Create with impact. Lead with character.
As a member of ReSci’s Technical Support team, you’ll join our collaborative company and become an integral part of an exceptional and growing team transforming the technology landscape. You will be responsible for ensuring our clients are successful by diagnosing reported issues, providing timely responses to questions and managing escalations to our product and engineering teams. As the front line for all incoming requests, our Technical Support team needs great communicators who are responsive and professional. You will be viewed as an expert on the nuts and bolts of our artificial intelligence product and will be expected to address a broad range of requests from clients while providing mentorship and guidance to more junior team members.
-End-to-end understanding of product infrastructure and technologies used
-Master product knowledge of Retention Science’s client-facing application
-Stay current on any fixes and enhancements within the product
-Provide mentoring and problem-solving expertise whenever needed
-Troubleshoot client issues by running SQL queries in multiple databases
-Handle escalated client issues and provide effective and timely resolution
-Work in cross functional teams to support feature launches by creating and facilitating documentation and conducting team training sessions
-Manage client success manager escalations and drive issue resolution with cross functional teams
-Facilitate and lead help desk quality audits and highlight opportunities for the improvement of our product and services based on support ticket trends
-Assist Technical Support Specialists with investigations, relationship management, and documentation reviews
-Write/review bug reports and feature requests to ensure that communications standards are met and that work for engineers is properly filtered and prioritized
-Oversee projects to improve our team’s ability to service clients at scale
-Work with product managers and client success engineers to create client solutions
-Maintain communication with other teams to keep everyone on the same page regarding client feedback
-Assist the Head of Tech Support & Onboarding with reporting needs to measure team productivity
-Bachelor’s Degree in Computer Science or equivalent and 3-4 years’ experience in client-facing technical support and troubleshooting
-Must be proficient in SQL with a minimum 3 years of experience working with databases and troubleshooting using SQL queries
-Experience with APIs, HTML and JavaScript
-Skilled in  troubleshooting and root-cause-analysis
-Experience in MS Excel and Powerpoint (or Google Sheets and Slides)
-Excellent relationship management and communication skills - both verbal and written
-Organizational - have shown the ability to manage numerous projects simultaneously, work across the organization, and drive the necessary activities to solve customer issues
-Experience working in a fast-paced startup environment
-Experience training others and creating training documentation
-Background in software development and a solid understanding of software engineering principles is not required but is a big plus
Preferred Qualifications:
-Zendesk expertise
-Experience in JIRA, Confluence and Asana
-Experience in email marketing or acquisition marketing
-Experience with Shopify, Magento, and/or BigCommerce