Technical Support Specialist

Please apply via our application link here!

Highlights

• Chameleon is SaaS for product teams to create in-product UX (modals, banners, launchers checklists, microsurveys etc.) to drive user engagement.
• We are a remote-first, Series A, VC-backed startup with ~40 folks distributed across the Americas and Europe. Learn more about our team, company, and culture here. 💕
• We are looking for a Technical Support Specialist with 2+ years experience in SaaS to support the technical needs of our customers
• 🌎 Located in the Americas - specifically in the Pacific or Mountain timezone
• This role is customer-facing but also technical, so a good understanding of HTML and CSS is required. JavaScript knowledge is preferred.
• Salary range for this role is $60k - $100k USD annually, based on experience.
• We try to make our application process different. We think interviewing isn't the best or only way for either party to assess fit. Instead, our process is designed to evaluate work quality, collaboration, and feedback.

View the full job description here

Some context on our team 🦎

It's a great time to join, as we have a growing customer base and are currently focusing on building our Support function within Customer Success. We work with over 300 product-savvy customers, such as Twilio Segment, Fivetran, Braze, Salesloft, Chili Piper, Clickup, and more. View some of our case studies here! 📚

This role will work alongside our Support Engineers and established CSM team. We aim for solid collaboration between teams as you work to investigate and problem-solve by regularly interfacing with Sales, Product, Engineering, and Operations.

The Technical Support Specialist role at Chameleon

Customers trust us with their users’ experience, and we take that seriously – but not everything always goes according to plan. Unexpected issues, edges, and hiccups arise that require some extra attention so that our customers can continue to use Chameleon effectively and smoothly.

That's when our Technical Support Specialists step in. As skilled troubleshooters, they investigate, uncover, explain, resolve, and, most importantly, win back trust.

Because our product operates within our customers' applications, there is a lot of technical sophistication under the hood. Support Specialists often troubleshoot within the intricate connections between Chameleon and various applications.

This role is ideal for someone comfortable in a customer-facing role who enjoys diverse challenges and problem-solving.

Example day as a Technical Support Specialist + tooling stack

Review Tickets ☕

Start the day by checking for newly reported issues and ongoing cases. Prioritize these tickets to determine if any are high-priority and need an immediate investigation/response. Intercom, Slack, Trello

Investigate/Resolve issues 🔎

Once they've been prioritized, dive into tickets. Analyze the issues, troubleshoot, identify the cause, and communicate the fix to customer (or internally if needed). This may mean logging into our customers’ software to recreate the issue consistently. Pair with engineers on rapid response fixes, bug resolution or more complex issues that require a deeper dive. Tuple Use common cases to update our documentation as needed to proactively help with similar questions going forward. Chrome's Developer tools, Slack

Customer Calls 💻

On average, you will have 1-2 calls per day to discuss issues in further detail with customers and help resolve or investigate them in real time. Zoom

Documentation & Integrations 📝

When you're not actively investigating an issue or communicating with a customer, take the time to update and improve internal & customer-facing documentation. Provide proactive help and workarounds in this documentation based on tickets you worked on from the day. Intercom + Notion
Take time to actively test out integrations and proactively be prepared for questions about them when a customer has them.
Stay up to date on new product changes, features and releases. Slack, Loom

Skills and experience that will aid success in this role

2+ years working in a technical customer-facing position
1+ years working at a SaaS startup (<50 employees)
Foundational knowledge of HTML, CSS, and JavaScript
Experience using the browser console and/or other debugging tools
Desire and willingness to grow more technically
Human-centric approach and empathy with customer's frustrations, use cases, goals, and challenges

Requirements
You have a fully functioning workstation and a quiet place to work (and take calls) with a high-speed internet connection
You are located in the Pacific Timezone or Mountain Timezone
Note: if you are located in a different geo, we cannot consider you, despite any willingness to work within these hours
Fluency (written and verbal) in English

Extra details + benefits
💵 Salary range for this role is $60k - $100k USD annually, based on experience and amount of early-stage equity. We benchmark according to similar stage and sized companies

💻 New M3 Macbook Air with 16GB ram to work with and budget for home office equipment

🚀 High-quality standards, regular feedback, and opportunities to help you grow quickly
We use Lattice for 1-1s, reviews, and feedback to have clarity and well-documented check-ins, so we are all on the same page
🌳 Flexible work hours and generous time off, plus no-meeting Fridays! 🤸‍♀️

💡 Work with some of the best product people in the world as customers

🏕️ Fully paid international team retreats (we hosted our full team meetup for 2024 in Palmetto Bluffs, South Carolina!

• 🌈 Chameleons are all different and uniquely beautiful. They change and aren't required to associate or identify with specific labels. We welcome the chance to get to know you not just your resume. We are committed to building a diverse and inclusive team of various backgrounds, cultures, languages, experiences, preferences, and personalities. That's what helps us all grow and evolve.*

Please apply via our application link here!