Technical Support, Operations Specialist

• Investigate customer and operational issues using system information, configurations, data, and documentation
• Maintain accurate operational and support data and contribute to reporting by tracking trends and identifying inconsistencies
• Document issues, resolutions, and recurring patterns
• Partner with Customer Success, Engineering, and other teams to improve processes and support resources
• Own problems from investigation through resolution
• Respond to customer inquiries through Intercom, Pylon, email, and other support channels
• Resolve Tier 1 issues efficiently and professionally
• Troubleshoot software, hardware, account, configuration, and connected-device issues
• Escalate complex problems to appropriate internal teams
• Build knowledge of ReSpark’s software, customer workflows, and scrap metal recycling operations

• Strong analytical, organizational, and attention-to-detail skills
• At least 3+ years of experience in technical support, IT helpdesk, SaaS support, technical operations, or a related technical role
• At least 1 year of experience working with a technology startup
• Prior experience with Windows operating system, remote desktop software, and software/IT programs such as Intercom
• Exceptional proficiency in English (at least C2 level), with excellent written communication skills
• Highly responsive, self-directed, and comfortable prioritizing competing requests in a remote environment
• Bachelor degree or higher (preferred distinctions and Academic Scholar status are preferred)
• Familiarity with Intercom, Pylon, and Google Sheets
• Experience with reporting, dashboards, data quality, or operational analytics
• Experience working with U.S.-based enterprise SaaS startups

• Competitive compensation
• Regular payday in USD twice per month
• Company-provided laptop
• Work remotely, forever
• Milestone gifts and birthday treats
• Team offsites, meetups, virtual town halls, and international paid travel
• Supportive professional network
• Global networking with international teams across 12 countries
• Mentorship, advocacy, and support
• Promotions, raises, and scope increases