Technical Support Specialist, Tier 2

Position Purpose and Impact
Our Private and Local Campgrounds (PLG) Technical Support Specialist, Tier 2 will serve as the critical link between Customers, Support, and Developers. This role presents a growth path, with the potential to transition into a Junior Developer or similar technical role within the company. Leveraging advanced technical skills, you will diagnose and resolve customer issues while guiding team members and collaborating with the broader Firefly organization to enhance our product for campgrounds and parks. This role goes beyond traditional support—it offers the opportunity to build strong client relationships, tackle diverse challenges daily, and continuously expand your expertise. If you thrive on creative problem-solving, enjoy working autonomously, and value ongoing learning, this role is for you.

Responsibilities
• Assist customers with software troubleshooting via tickets, email, and phone support, ensuring timely and effective resolutions.
• Educate customers on best practices, product features, and optimizations to enhance their user experience.
• Document support cases in the ticketing system, ensuring accuracy and tracking of customer issues.
• Contribute knowledge base articles by identifying common support questions and creating clear, user-friendly guides.
• Collaborate with internal teams (engineering, product, success, and sales) to escalate complex issues and improve software functionality.
• Provide well thought-out direction to help customers answering help requests on Firefly software and integrations
• Serve as an ambassador of Firefly to customers, ensuring they receive a stellar experience and fostering trust with Firefly
• Stay informed about our software and support operations, which continually evolve as we expand and release new features“
• Test and replicate reported bugs, providing detailed feedback to the development team for resolution.
• Troubleshoot technical issues pertaining to our product and integrations, including root cause analysis, deep investigative work tied to software issues, and escalation to our development team when necessary.
• Manage, contextualize and synthesize a broad range of customer issues and prioritize actions for our developer team.
• Address any inquiries, reproduce reported bugs, identify quick fixes, and document all learnings related to your investigating, diagnosing, troubleshooting, and triage of issues.
• Work with Development partners to create knowledge base docs and articles with developer related issues.
• Provide detailed and researched information when escalating issues to developers, including logs, context, and preliminary diagnostics.
• Collaborate with third-party software providers and business partners for integrations management, documentation, and partnership meetings.
• Provide quality and assurance testing on new feature ahead of product releases.

Desired Qualifications
• Great work ethic, excellent customer service and listening skills
• Detail-oriented, self-disciplined, providing prompt follow-up to customer inquiries
• A genuine passion for solving customer issues and advocating for their success
• Ability to professionally handle difficult situations with customers
• Great verbal and written communication skills
• Have excellent organizational skills, including a good sense of priority management and the ability to easily adapt to change
• Is positive, organized, detailed-oriented, enjoys helping people, dependable and has excellent time management skills
• Self-motivated, accountable, and takes ownership
• Excellent attendance and available Monday – Friday
• Has a reliable internet connection and a quiet space to work – this job is currently 100% remote (laptop and other equipment will be provided)
• Experience with Jira support ticketing system, Hubspot CRM, and Office 365 applications

Desired Education and Experience
• 3+ years’ experience supporting B2B SaaS applications, outdoor industry and hospitality products a plus
• 3+ years’ experience in a technical customer support environment focused on investigating and troubleshooting technical issues.
• B.S. in Computer Science or similar a plus

Desired Technical Skills
• Understand how to read and run SQL queries
• Able to write basic SQL queries
• Able to read/interpret code
• General knowledge of web technologies a plus, such as HTML, Javascript, CSS & cookies
• Basic AWS knowledge
• Experience in debugging client-side code using browser tools a plus

General Physical Demands
The below physical demands are representative of those that must be met to successfully perform the essential functions of this job.
• Visual Acuity: Close visual acuity to read and analyze data on a computer monitor.
• Hearing Ability: Must be able to communicate effectively in person, over the phone, and through electronic media.
• Manual Dexterity: Operation of a phone, keyboard, mouse, and general office equipment including printers, or fax machines.
• Repetitive Motion: Regular and consistent use of hands and fingers for typing, writing, and other computer-related tasks.
• Lifting and Carrying: Occasional lifting and carrying of office supplies and materials weighing up to 10 pounds.
• Sedentary Work and Body Position: The majority of work is performed while stationary or sitting at a desk or computer workstation. Prolonged periods of sitting and working on a computer are required. The ability to maintain the required body positions for extended periods, including sitting and using a computer is required. The ability to move within an office setting as well as depart and return to a workstation punctually for assigned breaks or meal periods is required.

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Last updated on Feb 19, 2025