We are seeking a technical support professional to build our customer support function from the ground up. You will be the primary voice of the customer, working directly with Product and Engineering to shape a platform that is revolutionizing complex technical workflows.
location: San Francisco, California
job type: Permanent
salary: $60,000 - 75,000 per year
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Architect the Function: Define and refine support processes, metrics, and tools to scale operations as the user base grows.
- High-Touch Support: Provide assistance via chat, email, and community channels, resolving complex technical roadblocks.
- Product Expertise: Become a power user of our design environment to guide users through advanced workflows and new feature deployments.
- Technical Triage: Investigate and triage bugs, collaborating closely with Engineering to ensure high-priority fixes.
- Content Creation: Draft and maintain a world-class Help Center, including FAQs and tutorials that empower users to self-serve.
- User Advocacy: Analyze support data to identify recurring themes and champion product improvements internally.
- SaaS Support Tools: Proficiency with ticketing systems (Zendesk, Intercom, etc.) and CRM platforms.
- Technical Writing: Mastery of translating complex software logic into simple, accessible documentation.
- Troubleshooting: Ability to navigate developer tools or technical logs to identify root causes.
- AI Productivity: Familiarity with using AI tools to streamline workflows and improve response quality.
qualifications:
- 2+ years in Customer Support, Success, or Technical Support within a SaaS or Dev-Tool environment.
- Bachelor's degree in a STEM field
- Proven experience in high-growth, fast-paced environments where roles are fluid.
- Familiarity with Electronics Design, CAD, or EDA tools. - Preferred
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
