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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Specialist - **Company:** Recreational Equipment, Inc. - **Location:** United States (Remote available) - **Experience:** Starter - **Salary:** $52,000.0 - $55,120.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Software Applications, Software as a Service, File Transfer, Issue Tracking Systems, File Transfer Protocol (FTP) - **Published:** May 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=934962cd378c97be ## About the Role Do you have experience in Technical troubleshooting support?, Specialists play a critical role in driving customer satisfaction through strong communication, responsiveness, and ownership of issues. They collaborate closely with Tier 2 support and internal teams, escalate issues when appropriate, and contribute to knowledge sharing and continuous improvement efforts. A proactive mindset, attention to detail, and commitment to service excellence are essential for success., * 0-2 years in customer support, technical support, or a customer-facing role. * Strong communication skills (written and verbal) with a customer-first mindset. * Basic troubleshooting and problem-solving skills across software applications. * Ability to follow processes, document accurately, and manage multiple tasks. * Willingness and ability to quickly learn new systems and technologies, including Novara software. * Strong organizational skills and attention to detail. Preferred * Experience in SaaS or technical support environments. * Familiarity with ticketing systems and support tools. * Exposure to basic technical concepts such as APIs, SSO, or file transfers (SFTP)., * High customer satisfaction (CSAT) driven by responsiveness, empathy, and clear communication. * Strong First Response Time (FRT), consistently meeting or exceeding service level expectations. * Effective issue resolution and proper escalation, ensuring smooth handoffs and minimal customer friction. * Accurate and complete documentation contributing to team efficiency and knowledge sharing. * Continuous improvement in product knowledge, troubleshooting skills, and support quality. ## Description The Technical Support Specialist serves as the first point of contact for customer support inquiries, delivering timely, accurate, and customer-focused assistance. This role is responsible for troubleshooting basic to moderately complex issues, documenting cases thoroughly, and ensuring a seamless customer experience., * Serve as the first point of contact for customer inquiries via ticketing system, chat, email, and phone, ensuring prompt, professional, and customer-focused responses across all channels. * Answer and manage inbound support phone calls, providing real-time troubleshooting, clear communication, and a high-quality customer experience while documenting interactions accurately. * Troubleshoot and resolve basic to moderately complex technical issues, following established processes and documentation. * Accurately document all customer interactions, troubleshooting steps, and resolutions in the ticketing system. * Identify when issues require escalation and effectively transition cases to Tier 2 with complete context and documentation. * Guide customers through solutions with clear, step-by-step instructions, ensuring a positive and customer-centric experience. * Maintain strong product knowledge and stay current on updates, features, and known issues. * Collaborate with internal teams to ensure alignment and timely resolution of customer concerns. * Contribute to knowledge base articles and internal documentation to improve team efficiency and customer self-service. * Support team performance during high-volume periods while maintaining service level expectations. * Follow support processes and identify opportunities for improvement, raising suggestions to leadership. ## Related Videos - [SRE Methods In an Agency Environment](https://www.wearedevelopers.com/videos/348-sre-methods-in-an-agency-environment) - [Devouring APIs with Python](https://www.wearedevelopers.com/videos/355-devouring-apis-with-python) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Securing your application software supply-chain](https://www.wearedevelopers.com/videos/468-securing-your-application-software-supply-chain) - [Hiring AI Native Talents](https://www.wearedevelopers.com/videos/100268-hiring-ai-native-talents) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Résumé-Driven Development: How IT trends affect the job market for software developers](https://www.wearedevelopers.com/magazine/59-resume-driven-development-how-it-trends-affect-the-job-market-for-software-developers) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know)