Senior Technical Support Specialist

Remote Available (USA, East Coast)

The Opportunity

Qualified is adding a new member to our Technical Support team to help us continue to provide world class assistance to our customers. As a Senior Technical Support Specialist, you will be responsible for handling support requests, creating technical documentation, and acting as a connection between the support, customer success, and engineering teams. You’ll be working on the cutting edge of the next generation of sales and marketing technology and helping us transform our customer experience.

What you’ll be doing

  • Actively managing the support queue to answer and resolve product-related issues by working on cases in a timely, human manner and answering questions via a number of channels including live chat, email, and video call.
  • Support our CSM team through a deep and technical understanding of the product and join them on calls as an additional technical resource.
  • Work cross-functionally with our engineering team to diagnose, debug, and report on operations-related problems for existing customers and leverage technical knowledge to investigate, diagnose, and triage bugs.
  • Work collaboratively with our product team to understand, prioritize and implement customer feedback into actionable insights that help shape the product roadmap.
  • Respond to customer emergencies as part of our ‘Whatever it Takes” support mentality.
  • Contribute to our internal and customer-facing knowledge bases with applicable information and technical documentation.
  • Assist support leadership in improving the speed and efficiency of our customer operations strategy and experience.

About You

  • You have the ability to explain complex features and functionality to technical and non-technical users with empathy and technical expertise
  • 3+ years of experience providing support in a B2B SaaS company
  • Excellent interpersonal, communication, and writing skills
  • Working knowledge of Salesforce CRM
  • Working knowledge of marketing automation systems (ie Marketo, Pardot, Hubspot, Eloqua)
  • Knowledge of web technologies (website architecture, forms, UTM parameters, etc)
  • Passion for making customers successful with software solutions
  • You love solving puzzles and digging into complex problems.
  • You’re persistent in getting to the bottom of those complex problems. At Qualified our technical support team never has the same question twice.
  • The idea of wearing many hats and getting involved in lots of projects outside your day to day is exciting to you and you’re up for the challenge.

About Qualified

Qualified is the #1 conversational sales and marketing platform for Salesforce, on a mission to disrupt how B2B companies meet with their buyers.

Headquartered in San Francisco, Qualified was founded in 2018 by serial entrepreneurs Kraig Swensrud (former CMO of Salesforce.com) and Sean Whiteley, a duo with a proven track record in enterprise software. Their first company, search marketing firm Kieden, was acquired by Salesforce in 2006, Their second company, online survey and customer experience platform GetFeedback, was acquired by Campaign Monitor in 2014, and later acquired by SurveyMonkey in 2019. Qualified is an early-stage, fast-paced, fast-growing startup in the SOMA area of San Francisco. The company has raised $68M in venture funding, and is backed by Norwest Venture Partners, Redpoint Ventures, and Salesforce Ventures.

Qualified has three main values that are carried throughout everything they do: 

Customers First, Always: Prioritize the customer above everything else. Build a product that our customers love. Establish ourselves as their trusted advisor and do “whatever it takes” to make them successful. Only when our customers win do we win.

One Team: We’re all in this together with a shared goal: grow the business. Work as a team, win as a team. Collaborate, strategize, and brainstorm across departments to deliver A+ work.

Think Big, Move Fast:  We’re defining a new category. Fast-paced innovation is the name of the game. We look forward. We reimagine. We throw out new ideas. We test things. We move quickly. We challenge the norm. We don’t settle for the status quo.

On the heels of their Series B financing, Qualified is looking to grow the team so that they can do even more, even faster; they’re focused on delivering our customers more innovation, additional services, an expanded product portfolio, and even deeper ties into the Salesforce CRM platform. Qualified is looking for folks that are fired up about joining a fast-paced, fast-growing company that is doing big things. 

Diversity & Inclusion

Qualified is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.

We are proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, Veteran status, or any other legally protected status.

Apply now