• Job Description

  Req#: 598EE5ABA7
  Description
  
  As a Principal Technical Support Specialist, you serve as a highly experienced individual contributor and technical leader within the Tier 1 team. You handle the most complex and high-impact customer issues, act as a key escalation point, and help drive the overall quality and effectiveness of support.
  
  You play a critical role in bridging Tier 1 and Tier 2, ensuring escalations are well-understood, properly scoped, and efficiently resolved. In addition to supporting customers, you elevate the team by mentoring peers, refining troubleshooting approaches, and contributing to process and knowledge improvements.
  
  You help foster a collaborative and high-performing team environment where continuous learning, accountability, and customer-first thinking are at the forefront.
  
  Overall Responsibilities:
  
  • Spend a majority of your day resolving complex customer issues via email, chat, and other support channels
  • Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases
  • Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues
  • Provide real-time guidance and support to team members via Slack and case collaboration
  • Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts
  • Contribute to and help maintain internal documentation, troubleshooting guides, and support processes
  • Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality
  • Help ensure consistency and quality in customer interactions and technical resolutions
  • Participate in initiatives that improve team efficiency, workflows, and customer experience
  
  
  Day to Day Responsibilities
  
  You'll spend:
  
  • 60% of your week in the queue handling customer cases, with a focus on complex and escalated issues
  • 20% supporting team development - mentoring, assisting with escalations, and contributing to training efforts
  • 10% working on process improvements, documentation, and cross-functional collaboration (Tier 2, Product, Engineering)
  • 10% in meetings - team, department, cross-functional syncs, and 1:1 with manager
  • Actively monitor queues and Slack to identify escalation needs, trends, and areas of risk
  • Step in on challenging cases to guide resolution and ensure strong customer outcomes
  • Assist in reviewing and improving case handling quality across the team
  • Share insights and feedback on product issues, support gaps, and training opportunities
  • Help disseminate knowledge across the team and ensure alignment on new processes or updates
  • Partner with leadership to surface opportunities for improvement across support operations
  
  
  About You
  
  • You have a high level of personal and work integrity
  • You lead through influence and expertise, not authority
  • You are deeply customer-focused and advocate for the best possible experience
  • You are an expert problem solver who thrives on complex technical challenges
  • You are a strong communicator, able to translate technical concepts clearly
  • You proactively identify issues, patterns, and opportunities for improvement
  • You enjoy mentoring others and helping elevate team performance
  • You are highly adaptable and comfortable operating with autonomy
  • You have a strong understanding of front-end web technologies and system behavior
  
  
  Requirements
  Requirements:
  
  • 4-6+ years in a technical, customer-facing support role
  • Strong experience handling escalated or complex technical issues
  • Willingness to join customer facing phone calls to troubleshoot technical issues.
  • Demonstrated ability to mentor and support peers without formal management responsibilities
  • Advanced understanding of product functionality, integrations, and troubleshooting methodologies
  • Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2)
  • Remote employees are required to have reliable and secure internet access
  
  
  Proposed Core Technical Requirements
  
  • HTML - Reading and interpreting form structure, iFrame publishing, embedded forms
  • CSS - Diagnosing styling conflicts, selector specificity, theme-level issues
  • JavaScript / jQuery - Reading JS errors, understanding form logic and dynamic behavior
  • Browser Developer Console - Independent log review, DOM inspection, error diagnosis
  • Salesforce - Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication
  • Diagnostic Tools - New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing)
  • Jira - Bug ticket creation, severity/priority assessment, known issue mapping
  • Written Communication - Clear, technical-to-plain-language translation for email-based customer responses
  
  
  Nice-to-Have
  
  • Salesforce Administrator Certification
  • REST API literacy
  • DNS / SSL fundamentals
  • XML (form source reading)
  • AI fluency/experience
  
  
  Salary Range: $65,000 - $70,000
  
  Benefits
  
  FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more about it here. Some of our benefits include:
  
  • Health benefits (health, dental, vision) for Team Members based in the United States
  • Mental Health benefits with SpringHealth
  • 401(k) with 4% company match
  • Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
  • 9 paid company holidays
  • Flexible work schedule; work from anywhere!
  • Generous Paid parental leave (up to 16 weeks)
  • Charitable contribution match
  • Budget for professional development
  • Company provided Mac laptop
  
  You'll be joining a talented and fun team, working together to build something great!

• About the company

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