Technical Support Specialist

ArborNote is a SaaS platform built specifically for the tree care industry, helping arborists and tree service companies manage operations with precision tree mapping, proposals, scheduling, and work orders-all in one system., We're known for excellent customer service and are looking for a Customer Support Specialist who enjoys learning software deeply, solving problems, and working closely with both customers and development to ensure issues are fully understood and resolved.

This role is a critical link between customer support and development. It requires both strong communication skills and technical curiosity.

What You'll Do

• Collaborate closely with the Customer Service Department Manager and Development Team
• Learn all areas of the ArborNote application (mobile & desktop)
• Communicate directly with customers via Zendesk, email, phone, and in-app chat to fully understand reported issues
• Ask the right questions and gather enough detail to clearly define customer problems
• Reproduce reported issues in a consistent and methodical way
• Troubleshoot and diagnose whether issues are related to user workflow, environment (browser, device, connectivity), or product defects
• Clearly document issues for development using written descriptions, screenshots, and/or video when appropriate
• Track and manage support tickets with strong organization and attention to detail
• Take ownership of issues from initial report through resolution, ensuring both the customer and internal team are supported throughout
• Help create, update, and improve software usage and end-user documentation (how-to guides, help articles, FAQs)
• Share recurring issues and patterns to help improve the product and support resources, * Join a growing SaaS company with a strong customer-first culture
• Work closely with both customer support and development teams
• Build skills across customer support, technical troubleshooting, and product knowledge
• Flexible work environment with room to grow

Do you have experience in Live chat?, * Strong critical thinking and problem-solving skills

• Excellent written and verbal communication skills
• Ability to gather and clarify information from customers in a clear and professional manner
• Patience and attention to detail when troubleshooting and reproducing issues
• Strong sense of ownership and follow-through
• Ability to work independently while also collaborating across teams
• Comfortable learning new software and technical concepts
• Customer-focused mindset with empathy and professionalism
• Ability to make sound judgments about whether an issue is user error, environment-related, or a true product issue

Nice to Have

• Experience in SaaS customer support or technical support
• Experience with Zendesk or similar support ticketing systems
• Experience with software testing, QA, or bug reporting
• Familiarity with tools such as Jira, Azure DevOps, or similar
• Experience supporting mobile applications (iOS / Android)
• Basic technical knowledge (e.g., browsers, networking basics, or SQL exposure)

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Irvine, CA 92618

Pay: $72,000.00 - $80,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance