Senior Technical Customer Support Specialist

At Vista Social, we’re looking for an experienced Technical Customer Support Representative who’s genuinely curious about AI automation. You should enjoy solving problems, investigating issues, and helping customers succeed with our platform.

This role goes beyond responding to tickets. You’ll work directly with customers to diagnose complex issues, uncover root causes, and guide them toward the best solutions - troubleshooting technical workflows, spotting product bugs, or just helping someone understand how to use Vista Social better. We also want you to bring an automation-first mindset to the job. Use AI tools to speed up your investigations, catch patterns across tickets, and cut down on the repetitive stuff, so you can spend more time on problems that actually need a human touch.

If you’d rather dig into a hard problem than follow a script, this role is for you.

You’ll run 1:1 video sessions with customers regularly, work with our product and engineering teams when issues run deeper, and help improve our documentation and support processes. That includes building and refining AI-driven automations that make support faster and more consistent as we grow.

We want someone naturally curious, someone who thinks critically and takes ownership instead of escalating at the first sign of difficulty. Do you like figuring out how systems actually work? Can you spot patterns across a pile of customer issues? Have you built AI automation tools before? If so, you’ll fit right in, because we need that experience to keep improving both the customer experience and the product itself.

If you like solving hard problems, working closely with customers, experimenting with AI to make support smarter and faster, and want a thoughtful, remote-first environment, we’d love to hear from you.

What you’ll do

• AI Automation System Design: You design and build AI-driven systems: agents, workflows, and decision logic that diagnose, triage, and resolve common customer issues without a human in the loop. Treat recurring ticket categories as automation candidates, not just tickets to clear faster. Own these systems end to end: build them, test them, deploy them, and keep maintaining them as the product changes.
• Pattern Recognition & Insight Generation: Analyze ticket volume and trends to find the issues worth automating away entirely. Building a system that eliminates a whole category of tickets beats solving them one at a time, so prioritize that, and recommend product or documentation changes that shrink support load at the source.
• Customer Problem Ownership: You own customer issues from first contact through resolution. That means going beyond answering the question in front of you: understanding what’s actually broken, tracking down the root cause, and making sure customers leave with a real, confident solution.
• Technical Investigation & Troubleshooting: You diagnose complex product issues by digging through logs, reproducing edge cases, and narrowing down root causes step by step. This is structured problem-solving, not a quick patch.
• Critical Thinking in Customer Support: When the documentation doesn’t have an answer, you make the call yourself. Weigh speed, accuracy, and customer impact, then pick the path forward that actually holds up.
• Bug Identification & Product Collaboration: You catch product defects and inconsistencies before they turn into bigger problems, and you document them with clear repro steps, context, and impact. Work closely with product and engineering so issues get understood and fixed, not just logged.
• Customer Education & Training: You run 1:1 video sessions with customers to troubleshoot issues, walk through product workflows, and help them get real value out of the platform.
• Knowledge Base & Documentation: Keep the help center sharp. Write and update resources that are clear and practical, then feed that knowledge into your automated systems so they stay accurate as the product evolves.
• Cross-Functional Collaboration: You’re the voice of the customer. Share what you’re seeing with product, engineering, and leadership so the product gets easier to use and support issues stop repeating.
• Support Channel Expansion: Support channels keep shifting - email, video, maybe phone down the line. Build automation coverage into each new channel as it comes online instead of staffing it manually.

Mandatory Skills:

• AI Automation
• Customer Support
• Fluent English

Experience with the following is required:

• Vibe Coding / AI-Assisted Development: Comfort using AI-assisted coding tools such as Cursor, Claude Code, or similar tools to create small scripts, internal tools, or workflow automations.

700 South Rosemary Avenue, West Palm Beach, FL 33401 Hybrid work $85,000 - $100,000 a year - Full-time, Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * Health insurance plan options
• Dental insurance
• Vision insurance
• 401(k) with company match
• 2 Weeks Paid time off (PTO)
• 1 Week Personal Holiday time off (paid)
• 1 Week Paid sick leave
• Company-provided laptop and necessary work equipment
• Industry certification training & bonuses
• Remote first work culture, with 2-3 in-office days per month (not per week!)

Pay: $85,000.00 - $100,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance