Technical Support Specialist

About AirMason

AirMason is redefining how companies build, manage, and scale their employee experience through modern, interactive handbooks and compliance-driven workflows.

Our platform combines thoughtful design, powerful automation, and AI-driven capabilities to help organizations stay compliant, communicate clearly, and create better employee experiences at scale. From fast-growing startups to complex, multi-state enterprises, AirMason enables teams to simplify compliance while delivering a polished, on-brand experience for their workforce.

About the Role

We're looking for a Technical Support Specialist to help diagnose and resolve platform issues and keep AirMason clients unblocked.

This role is a mix of technical troubleshooting, platform administration, and client communication. You'll investigate reported issues, dig into data files, configuration, integrations, and access problems, work alongside our engineers to get to root cause, and explain what happened to clients in language that makes sense to them. You'll also help build the documentation and internal tooling that make the next issue faster to solve.

This is an early-career role, so we care more about how you think than how long you've been doing it. The right person for this role is not just technically curious, but also patient, clear, and comfortable being the person a client hears from when something isn't working. If you like taking systems apart to understand them and you can write a clear explanation of what you found, we want to talk to you.

Key Responsibilities

• Investigate and resolve client-reported technical issues through Intercom, escalating to engineering with clear context when needed
• Troubleshoot employee data, account configuration, access, SSO, and integration issues
• Review data files for accuracy, completeness, and formatting problems, and help clients correct them
• Reproduce reported bugs, document the steps and conditions involved, and file clear tickets for the engineering team
• Partner with engineers and cross-functional teammates to diagnose root causes and confirm fixes
• Write and maintain knowledge base articles, troubleshooting guides, and internal runbooks
• Test handbook previews and platform releases, flag quality issues, and capture product feedback and edge cases
• Communicate directly with clients on technical issues, including status updates and clear explanations of resolutions
• Identify recurring issues and help drive fixes, automation, or documentation that prevents them from coming back

What We're Looking For

• A technical or engineering background, whether from a degree, a bootcamp, self-teaching, internships, or personal projects
• Comfort reading and writing basic code or scripts, and a working understanding of how web applications, APIs, and data flow between systems
• Familiarity with CSV files, spreadsheets, data validation, and spotting inconsistencies in a data set
• A logical, methodical approach to troubleshooting, and the persistence to investigate independently before escalating
• Strong written communication, with the ability to explain technical concepts to non-technical clients clearly and without jargon
• Genuine curiosity about how systems work, and comfort with problems that are unfamiliar or not fully defined
• Strong organization, attention to detail, and follow-through on open issues
• Familiarity with AI tools such as Claude and ChatGPT, with the ability to use them thoughtfully to improve workflows, solve problems, and work more efficiently
• Comfort working in a fast-paced, highly collaborative environment where priorities may shift