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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Specialist - **Company:** PRACTICETEK SOLUTIONS, LLC - **Location:** San Diego, CA, United States - **Experience:** Expert - **Salary:** $30,000.0 - $33,000.0 - **Contract:** Permanent contract - **Skills:** HTML, JavaScript (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Asana, JIRA, User Authentication, Cascading Style Sheets (CSS), Software as a Service, Databases, System Configuration, Middleware, Runbook, Salesforce.Com, Software Deployment, Squarespace, Systems Integration, Web Applications, WordPress, Enterprise Integration, Integration Frameworks, Web Technologies, 3-tier Architectures, Web Api - **Published:** July 11, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d08b12316781494a ## About the Role * 5+ years of experience in technical support, IT support, SaaS operations, systems administration, or a customer-facing technical role * Strong diagnostic and problem-solving skills, including experience analyzing logs, API calls, system behavior, or integration flows * Experience troubleshooting APIs, integrations, authentication, and web-based platforms * Ability to translate complex technical issues into clear explanations and action steps for both technical and non-technical stakeholders * Experience deploying software in customer environments and troubleshooting installation, configuration, or integration challenges * Experience using Salesforce, Asana, and Jira to manage customer issues, track work, document escalations, and collaborate cross-functionally * Excellent communication skills across written, verbal, and customer-facing formats * Proven ability to manage multiple high-impact priorities with minimal oversight * Ability to balance technical depth with exceptional customer communication * Experience supporting SaaS integrations involving APIs, middleware, databases, or system-to-system communication * Hands-on experience building or customizing websites using WordPress, Squarespace, or similar platforms * Experience with HTML, CSS, JavaScript, or other web technologies * Previous mentorship or lead experience within a technical support organization * Experience leveraging AI tools to improve troubleshooting, documentation, support workflows, or customer self-service ## Description Lead complex customer onboarding and deployment activities, including advanced configurations, multi-location implementations, custom workflows, and integration readiness. Evaluate customer environments and recommend best practices to ensure scalable, secure, and reliable implementations. Improve onboarding documentation, deployment standards, and technical playbooks that reduce implementation time and improve consistency. * Advanced Technical Support & Escalation Management: Serve as the primary Tier 2/Tier 3 escalation resource for complex technical issues, integrations, APIs, website functionality, and platform performance. Perform root cause analysis through logs, system diagnostics, and cross-platform troubleshooting while driving timely resolution. Lead technical communications during high-impact customer incidents and coordinate resolution across internal teams. * Technical Operations & Continuous Improvement: Identify recurring technical issues and implement scalable solutions that reduce support volume and improve customer outcomes. Develop and maintain knowledge base articles, troubleshooting guides, runbooks, automation opportunities, and support documentation. Leverage AI and automation tools to improve support efficiency, reduce manual effort, and enhance customer self-service. * Cross-Functional Partnership: Partner closely with Product, Engineering, Customer Success, Sales, and third-party integration partners to improve product quality, deployment readiness, and customer experience. Use Salesforce, Asana, and Jira to document customer issues, track work, manage escalations, and support cross-functional visibility. * Technical Leadership & Team Enablement: Act as a technical mentor and subject matter expert for the Technical Support team. Coach team members on troubleshooting methodology, customer communication, and technical best practices. Review complex technical work and contribute to team readiness through documentation, training, and process improvements. * Website & Platform Configuration: Lead advanced website configurations and customizations for customer implementations. Recommend improvements to templates, automation, and deployment standards that improve consistency and reduce implementation effort. How Success is Measured Here's how we'll know you're making an impact and raising the bar: * Tier 2/Tier 3 escalations resolved within established service levels * Improved First Contact Resolution (FCR) and reduction in repeat escalations * Strong Customer Satisfaction (CSAT) and technical support quality scores * Successful onboarding and implementation timelines for complex customers * Reduction in recurring technical issues through root cause resolution * Growth and improvement of knowledge base articles, troubleshooting documentation, and runbooks * Adoption of automation, AI, and scalable support practices * Website implementation quality and on-time delivery * Team enablement through mentoring, training, and technical leadership, If you're excited to bring your ideas, energy, and expertise to a team that's shaping the future of healthcare, we can't wait to hear from you. Apply today and let's make healthcare simpler, smarter, and Better.Together. 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