Senior Technical Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Specialist based in United States. This role is ideal for a technically curious customer support professional who enjoys solving complex problems that go beyond standard troubleshooting guides. You will work with customers to diagnose issues across web forms, integrations, conditional logic, styling, and Salesforce-connected workflows. As a senior individual contributor, you will handle challenging cases while becoming a trusted technical resource for the broader support team. You will also help strengthen team capabilities through mentoring, documentation, case reviews, and knowledge sharing. The position offers meaningful exposure to product, engineering, and customer feedback loops. Success requires strong technical investigation skills, clear communication, empathy, and a genuine passion for helping others solve difficult problems. Resolve technically complex customer issues through email and chat while meeting established support and case-quality goals. Diagnose issues across web forms, conditional logic, styling, integrations, and other SaaS functionality rather than relying solely on documented solutions. Troubleshoot Salesforce integrations, including field mappings, error messages, object relationships, and connector configurations. Investigate browser console errors, inspect form configurations and DOM structures, and reproduce issues to identify root causes. Clearly document reproduction steps, severity, technical findings, and relevant context before escalating issues to Tier 2 or Engineering. Monitor support queues and internal communication channels for recurring problems, release-related issues, and emerging trends, escalating patterns proactively. Act as a technical resource for other Support Specialists by answering questions and helping teammates work through complex cases. Mentor newer team members, including through structured onboarding and support buddy programs. Create and improve internal documentation, troubleshooting guides, process notes, and other knowledge resources. Participate in case reviews and contribute to improvements in support quality and consistency. Assist with form moderation and review activities when required. Share customer feedback, recurring issues, and product friction with Support leadership, Product, and Engineering teams. Dedicate time across customer case resolution, team development, training, documentation, and team or departmental meetings. Requirements 2+ years of experience in a technical, customer-facing support role, with demonstrated ability to troubleshoot issues beyond documented procedures. Strong written communication skills, with the ability to explain technical concepts clearly, accurately, and empathetically. Experience diagnosing issues within web-based SaaS products. Hands-on Salesforce experience as a power user or administrator. Strong HTML knowledge, including the ability to read and interpret form structures, embedded forms, and iFrame publishing. Working knowledge of CSS, including styling conflicts and selector specificity. Ability to read JavaScript errors and understand form logic and dynamic behavior without necessarily developing applications from scratch. Proficiency with browser developer tools for independent error diagnosis and DOM inspection. Experience creating clear technical tickets and bug reports that include reproduction steps and severity assessments. Comfortable working independently in a remote environment with reliable and secure internet access. Strong analytical and problem-solving abilities, with a methodical approach to investigating unfamiliar issues. Empathetic and customer-focused approach when supporting users who may be frustrated, confused, or working under deadlines. Ability to recognize recurring patterns and look for underlying causes rather than resolving only individual cases.