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# Technical Support Specialist

- **Company:** Ginger Labs, Inc.
- **Location:** San Francisco, CA, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $55,000 - $75,000
- **Contract:** Permanent contract
- **Skills:** Confluence, JIRA, Software Debugging, Github, LiveChat, Zendesk
- **Published:** November 7, 2026
- **Apply:** https://startup.jobs/technical-support-specialist-notability-10704219

## About the Role

* 2-3 years experience in a customer support, product support, or technical support role where handling quick incoming user issues via email, phone and/or live-chat was a prominent part of your daily responsibilities.
 * Experience with support-focused CRMs is a must. Zendesk, Intercom/Fin experience preferred.
 * Excellent written, verbal, and interpersonal communication skills - you'll be representing our brand as a member of the support team.
 * Experience troubleshooting and providing technical support for iOS and Android devices/environments is a must.
 * Driven by empathetic values - putting yourself in the shoes of our users, understanding their issues, and genuinely motivated to help.
 * Comfortable learning, understanding and communicating the technical aspects of applications/software - troubleshooting, debugging, reproducing issues, etc.
 * Experience with GitHub, Jira, Confluence, and other similar software/products.
 * Experience (and comfortable) with working towards and achieving measured CS success metrics - tickets per day, average CSAT, response to resolution ratio, average quality score, and more.
 * Motivated by feedback, and by the opportunity to improve in your role, in the work, and in how you work together as a team.

For this position we are targeting a base pay between $55,000-$75,000. Actual compensation offered will be determined by factors such as job-related knowledge, skills, and experience.

This role follows a hybrid model, with a minimum of two days onsite at our downtown San Francisco office and flexibility to work remotely from home the rest of the week.

## Description

We're looking for a Technical Support Specialist to join the Notability Technical Support Team. You will work closely with our Notability users as true "frontline" specialists, focusing on being the first line of defense to the issues that are being most commonly reported. You will also work closely with the rest of our team internally by escalating certain issues, reporting on bugs, and collaborating to find solutions that best suit our users and their experience., * Assist new and existing Notability users by explaining features, clarifying operating instructions, and providing troubleshooting support with our products.

 * Diagnose technical issues and assist with requests via user-submitted tickets via Zendesk daily, following internal processes and procedures to find the best possible solution
 * Track, follow up, and escalate issues as they arise - closing out issues within certain SLAs
 * Meet and exceed specific success KPIs - productivity, CSAT, responsiveness, quality score, etc.
 * Identify trends, report on specific issues/bugs, and communicate sentiments that will help the team prioritize to improve overall user experience
 * Putting our users best interests first - what can we do to provide the best assistance possible now and in the future.