Sr. Technical Support Specialist

Are you looking for an opportunity to own and elevate the customer support experience at a fast-growing SaaS company that is transforming the world of analytics and edge device management? Look no further! Simetric is seeking a Sr. Technical Support Specialist to be the technical front line for our customers and a driving force behind customer satisfaction, retention, and operational excellence.

As a senior member of our support organization, you will be the person our customers count on when they need answers. You will own the ticket queue end to end, resolve Tier 1 and Tier 2 issues, and make sure every customer interaction reflects the quality of our platform. Our platform is built on modern cloud technologies, and we are committed to delivering best-in-class, data-driven solutions for both internal teams and customers.

We foster a collaborative, innovative environment that values ownership, accountability, and impact. If you are passionate about solving technical problems, communicating clearly with customers, and building the documentation and processes that let support scale, we want to hear from you.

Job Summary

The Sr. Technical Support Specialist is responsible for managing and resolving customer support requests across Simetric's IoT lifecycle management and connectivity platform. This role owns the customer ticket queue, performs Tier 1 and Tier 2 troubleshooting, ensures response and resolution SLAs are consistently met, and escalates persistently when other internal or external groups are not meeting their commitments.

You will work closely with Customer Success, Engineering, Product, and Operations, as well as directly with enterprise customers and carrier partners. While this role is hands-on and technical, an equal measure of the job is clear communication, expectation setting, and producing the customer-facing documentation that reduces ticket volume over time.

Key Responsibilities

• Ticket & Case Management:
• Own the customer ticket queue from intake through resolution, ensuring no request falls through the cracks.
• Triage, categorize, and prioritize incoming tickets based on severity, customer impact, and SLA commitments.
• Maintain accurate, detailed ticket documentation so history, root cause, and resolution are clear to anyone who picks up the case.
• Technical Troubleshooting:
• Perform Tier 1 and Tier 2 troubleshooting across the Simetric platform, isolating root cause and driving issues to closure.
• Investigate platform, connectivity, carrier, provisioning, billing, and reporting issues using logs, dashboards, and platform tooling.
• Reproduce, document, and package issues cleanly for escalation to Engineering when Tier 3 involvement is required.
• Serve as a technical resource and informal escalation point for less experienced support team members.
• Customer Communication & SLA Management:
• Respond promptly to customer inquiries and keep customers informed throughout the lifecycle of their request.
• Monitor and ensure response and resolution SLAs are consistently met.
• Set clear, realistic customer expectations regarding timelines, scope, and outcomes.
• Escalate appropriately and persistently when other internal groups or external partners are not fulfilling their responsibilities.
• Communicate clearly and professionally in writing and on live calls with both technical and non-technical audiences.
• Engage every customer in a positive, professional, solutions-oriented manner, including in high-pressure situations.
• Customer Enablement & Documentation:
• Assist customers with software questions, configuration, and use case guidance so they get full value from the platform.
• Write and maintain external, customer-facing help documentation, knowledge base articles, release notes, and how-to content.
• Identify recurring issues and documentation gaps, and feed those insights back to Product and Engineering.
• Recommend improvements to support processes, templates, and workflows that improve response time and consistency.

Qualifications

• 5+ years of experience in technical support, customer support, or a technical customer-facing role.
• Demonstrated ability to troubleshoot and problem-solve Tier 1 and Tier 2 technical issues independently.
• Ability to communicate clearly and effectively, both written and verbal.
• Excellent time management skills and the ability to prioritize a live queue of competing requests.
• Strong attention to detail and follow-through.
• Ability to communicate with customers in a positive, professional, and confidence-building manner.
• Experience working in a ticketing or case management system (HubSpot, Zendesk, Jira, Salesforce Service Cloud, or similar).
• Comfort working independently in a fast-paced, changing environment.
• Bachelor's degree or equivalent practical experience.
• Ability to work from our Alpharetta, GA office three days per week.

Preferred Qualifications

• Background in cellular connectivity and/or IoT, including SIM/eSIM lifecycle, carrier management platforms, APNs, or device provisioning.
• Experience utilizing Azure DevOps boards and work items.
• Experience supporting a SaaS platform or product in a B2B or enterprise environment.
• Familiarity with Azure, SQL, C# for troubleshooting and data investigation
• Familiarity with APIs and REST concepts, reading application logs, or basic SQL for investigating data questions.
• Experience with API development platforms like Postman, REST APIs, and API calls, including interpreting JSON responses and troubleshooting integrations.
• Experience authoring customer-facing knowledge base or help center content.
• Experience supporting large enterprise or telecommunications customers.
• Exposure to usage-based or subscription billing data and reconciliation questions.