Customer Support Specialist (Technical)

Technical & Customer Support Specialist

City Hive is seeking an experienced Technical & Customer Support Specialist to join our support team. In this role, you will be responsible for investigating and resolving complex technical issues that require in-depth platform knowledge and troubleshooting expertise. As a technical solutions specialist, you’ll serve as an escalation point for challenging technical problems while delivering exceptional customer service to our diverse client base—from national brands to local family-owned businesses. The ideal candidate combines strong technical skills with excellent communication abilities and a passion for problem-solving.

Please note - this is not an engineering role but a role on the support team communicating directly with clients so proficiency in email communication is a must! Must have good knowledge and interest in tech.

Key Responsibilities:

• Respond to and triage technical tickets and participate in on-call rotations for critical technical support needs
• Communicate directly with merchants via chat and email and occasionally phone if need be
• Serve as the technical escalation point for complex platform issues that require advanced troubleshooting and system knowledge
• Perform in-depth technical analysis including log file examination, database queries, and system diagnostics to identify root causes
• Develop and implement technical solutions for issues related to APIs, integrations, data flows, and platform functionality
• Create detailed technical documentation of complex issues, including reproduction steps, root cause analysis, and resolution methods
• Conduct technical configuration reviews to optimize client platform setups and prevent recurring issues
• Collaborate with engineering teams to isolate and resolve product bugs, providing comprehensive technical context
• Analyze client-specific technical data to identify optimization opportunities and recommend appropriate solutions
• Build and maintain a knowledge base of technical solutions for recurring issues to enhance team efficiency
• Provide guidance to other support associates on technical troubleshooting methodologies and best practices

Requirements:

• 2+ years of technical support experience, preferably in SaaS or e-commerce environments
• Experience with communicating directly with customers via email and chat
• Strong troubleshooting skills with the ability to methodically isolate and resolve complex technical issues
• Understanding of browser developer tools for front-end issue investigation
• Familiarity with technical logging systems and ability to interpret error messages
• Knowledge of e-commerce platforms and common integration points (payment gateways, inventory systems)
• Ability to use technical diagnostic tools to identify performance bottlenecks
• Proficiency with AI tools such as ChatGPT, Claude, Midjourney, or similar platforms to enhance productivity and customer support

Nice to Have:

• Excellent problem-solving abilities with systematic analytical approach
• Strong written communication skills for documenting complex technical processes
• Customer service orientation with ability to explain technical concepts to non-technical users
• Self-starter mentality with ability to manage multiple technical cases simultaneously
• Experience with technical support tools such as Zendesk, Jira, or similar platforms
• Working knowledge of RESTful APIs, webhooks, and integration principles
• Background in e-commerce technologies or retail systems is highly desirable
• Experience with Hubspot, Google Analytics, and Appcues is beneficial
• Knowledge of beverage alcohol industry systems and regulations is a plus
• Some experience with web technologies including HTML, CSS, and JavaScript fundamentals
• Some experience with at least one programming or scripting language (Python, JavaScript, etc.)

Key Performance Indicators:

• Technical issue resolution rate and complexity handling metrics
• Average resolution time for technical triage tickets
• Documentation quality and knowledge base contributions
• Customer satisfaction scores for technical issue resolution
• First-contact resolution percentage for escalated issues
• Knowledge transfer effectiveness to other team members
• Process improvement initiatives implemented
• Technical feedback provided to product development teams

Salary and Benefits:

• Base salary: $72k - $90k
• Medical, dental, and vision insurance
• Health Savings Account (HSA) & Flexible Spending Account (FSA) options
• Provided lunch 3 days a week
• Unlimited PTO policy
• Commuter benefits program
• Hybrid Work Policy, 4 days in office
• Your compensation will be based upon several factors including your experience and qualifications. Your actual compensation will be confirmed in writing at the time of offer.