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# Technical Customer Support Specialist

- **Company:** Authorium Inc.
- **Location:** Washington, DC, United States (Remote available)
- **Salary:** $78,000.0 - $90,000.0
- **Contract:** Permanent contract
- **Skills:** Ruby on Rails, Software Engineering, Bug Reporting, Web Api
- **Published:** July 24, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=140a981ddfe91047

## About the Role

The Technical Customer Support Specialist requires a combination of high customer empathy and communication, technical curiosity, and technical acumen.

 * Technical Curiosity
 + Applies analytical reasoning and critical thinking skills to technical troubleshooting.
 + Possesses a passion for exploring new technologies and problem-solving in dynamic environments.
 + Thrives in an environment where their work has impact and high visibility.
 * Customer Communication and Empathy
 + Exemplary written communication and technical writing skills
 + Experience advocating for customers by proactively identifying problems and suggesting creative solutions to update processes to benefit the customer experience
 + Demonstrates experience with providing high-touch customer support over email and in live settings
 * Technical Acumen
 + Depth in Support Engineering or Software Engineering
 + Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the development team, and issue resolution.
 + Experience working with engineering and product teams as part of the software development process
 + Experience troubleshooting API calls and integrations
 + Preferred: experience with Ruby on Rails, * Strong decision-making skills, quick to take ownership, and skilled in cross-functional coordination with other stakeholders and colleagues.
 * Has a sense of urgency and finds the most efficient way to move forward on a given task or effort.
 * Displays excellent listening, interpersonal, written and oral communication skills.
 * Naturally curious, eager to learn and proactive in sharing knowledge with others.
 * Effectively prioritizes and executes tasks while under pressure
 * Demonstrates a high EQ, often described as the best collaborator and go-to person on a team
 * Process-oriented with an automation/efficiency mindset
 * Comfortable navigating ambiguity and thriving in a rapidly evolving startup environment.
 * Values the mission of Authorium. Shares Authorium's commitment to improving government operations and actively contributes to that mission.
 * San Francisco or Washington DC Based: Energized by an in-office (Monday-Thursday) collaborative culture.

## Description

* Customer Support Excellence: Break down complex customer questions into manageable pieces, dive into the Authorium platform to find the answers to those questions, and craft concise and friendly responses.
 * Product Enablement: Work with our Product, Engineering, and Education teams to ensure our product documentation and examples are up-to-date and accurate.
 * Feedback Aggregation: Collect user feedback and turn it into actionable next steps for Product & Engineering
 * Incident Support: Participate in regular rotations for weekday and on-call coverage, providing emergency support to enterprise customers, and working with Product & Engineering teams to coordinate incident relief, resolution, and communications.
 * Proactive Solutions: Work on ticket deflection projects and proactive support motions to eliminate common ticket trends.


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