📍 Job Overview

Job Title: Senior Technical Support Specialist
Company: Skedulo
Location: San Francisco, California (Remote)
Job Type: Other (Remote OK)
Category: Technical Support & Customer Success
Date Posted: 2025-06-26
Experience Level: Mid-Senior level (2-5 years)
Remote Status: Remote (US)

🚀 Role Summary

Key Responsibilities: Provide expert technical support and troubleshooting for Skedulo's platform and products, ensuring optimal performance and high customer satisfaction.
Key Skills: Technical support, API integrations, web technologies, databases, debugging, performance monitoring, SaaS customization, Salesforce, collaboration, communication, problem-solving, mentoring, documentation, process improvement, customer satisfaction, teamwork.

💻 Primary Responsibilities

Investigate and Resolve Technical Issues: Diagnose and resolve complex technical issues related to the Skedulo platform and products, involving code, configurations, and integrations.
Ensure High Customer Satisfaction: Communicate effectively with customers, providing clear and empathetic solutions to their technical problems.
Meet Service Level Agreements (SLAs) and KPIs: Maintain efficient work practices to meet objectives, SLAs, and monthly goals for CSAT and productivity.
Collaborate with Cross-Functional Teams: Work with engineering, product, infrastructure, and customer success teams to troubleshoot issues, propose fixes, and improve product supportability.
Identify Opportunities for Improvement: Suggest and drive supportability initiatives across the organization by identifying gaps in documentation, processes, or tooling.
Mentor Technical Support Staff: Review support cases, promote best practices, and provide guidance to junior team members.
Work on Multiple Development Projects: Contribute to various projects from product to customer success, leveraging your expertise in programming, databases, and web technologies.

🎓 Skills & Qualifications

Education: Bachelor’s or Master’s degree in Computer Science or a related technical field.

Experience: 3+ years in a complex SaaS environment, in a technical support, developer, or engineering role.

Required Skills:

Strong proficiency with API integrations (REST/SOAP), web technologies (HTTP, JSON, XML), and databases (e.g., SOQL, MySQL).
Solid understanding of front-end technologies, including JavaScript and HTML5.
Hands-on experience with debugging tools, log analysis (e.g., Splunk), and performance monitoring platforms (e.g., Datadog).
Familiarity with SaaS customization and architecture principles, particularly within platforms such as Salesforce and AWS.
Excellent written, verbal, and interpersonal communication skills.
Strong collaboration and teamwork mindset.

Desired Skills & Experience:

A proven ability to learn new products and develop technical knowledge in a high-paced environment.
Enjoy problem-solving while learning, developing, and applying new skills.
Salesforce platform experience: Apex, Visualforce, Lightning, or CRM customizations.
Salesforce Certifications - Admin, App Builder, Platform Developer.
Working knowledge of JIRA, Confluence, and ticket management tools (e.g., Service Cloud, ZenDesk, ServiceNow, DevRev).

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Demonstrate a strong understanding of API integrations, web technologies, and databases through relevant projects.
Showcase your problem-solving skills and ability to diagnose and resolve complex technical issues.
Highlight your experience with debugging tools, log analysis, and performance monitoring platforms.

Technical Documentation:

Provide clear and concise documentation of your technical support processes, tools, and best practices.
Include examples of how you've improved supportability initiatives within your previous roles.

💵 Compensation & Benefits

Salary Range: $90,000 - $130,000 per year (USD) - Based on regional market data for mid-senior level technical support roles in the San Francisco Bay Area.

Benefits:

Competitive salary package.
New hire stock options.
Employee referral bonus program.
3 paid volunteer days per year.
100% employer-paid subscription to Modern Health.
Generous budget for setting up a home office or WFH station.
100% employer-paid access to Udemy.
Paid parental leave for both carers (12 weeks).
Competitive healthcare benefits (dental, vision, medical) for US-based employees.
Voluntary STD and life insurance plans for US-based employees.
401k - 4% company match for US-based employees.
7 paid sick leave days per year for US-based employees.
20 paid personal leave days per year for US-based employees.
10 paid public holiday days per year for US-based employees.

🎯 Team & Company Context

Company Culture:

Industry: Software as a Service (SaaS) - Mobile Workforce Management.
Company Size: Medium (201-500 employees).
Founded: 2013.
Team Structure: The technical support team works closely with engineering, product, infrastructure, and customer success teams to ensure optimal product performance and customer satisfaction.
Development Methodology: Agile/Scrum methodologies, code reviews, testing, deployment strategies, and CI/CD pipelines are used to maintain high-quality products and services.

Company Website: Skedulo

📝 Enhancement Note: Skedulo's culture values collaboration, innovation, and a customer-centric approach. The company fosters a tight-knit team environment where employees are encouraged to challenge the status quo and push the pace of innovation.

📈 Career & Growth Analysis

Technical Support Career Level: Mid-Senior level - Responsible for providing expert technical guidance and troubleshooting, collaborating with cross-functional teams, and driving supportability initiatives.

Reporting Structure: Reports directly to the Technical Support Manager, with close collaboration with engineering, product, infrastructure, and customer success teams.

Technical Impact: Directly influences the performance and reliability of Skedulo's platform and products, ensuring optimal user experience and customer satisfaction.

Growth Opportunities:

Technical Growth: Develop expertise in Skedulo's platform and products, API integrations, web technologies, and databases. Contribute to process improvements and drive supportability initiatives.
Leadership Potential: Demonstrate strong mentoring skills and leadership qualities to take on more senior roles within the technical support team or related functions.
Product & Engineering Exposure: Collaborate with product and engineering teams to gain insights into the development process and contribute to product improvements.

🌐 Work Environment

Office Type: Remote-first, with the option to work from Skedulo's San Francisco office.

Office Location(s): San Francisco, California.

Workspace Context:

Remote Workstation: Skedulo provides a generous budget for setting up a home office or WFH station.
Collaboration Tools: Utilize collaboration tools such as JIRA, Confluence, and ticket management systems to work effectively with cross-functional teams.
Work Schedule: Flexible work hours with the expectation of being available during core business hours and for on-call rotations as needed.

Work Schedule: Flexible, with a focus on productivity and meeting monthly KPIs.

📝 Enhancement Note: Skedulo's remote work environment encourages a healthy work-life balance while maintaining high levels of productivity and collaboration.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and technical proficiency.
Technical Assessment: A hands-on exercise to evaluate your ability to diagnose and resolve complex technical issues, using tools such as debugging, log analysis, and performance monitoring platforms.
Behavioral & Situational Questions: Assess your problem-solving skills, customer focus, and ability to work effectively within a team.
Final Interview: A conversation with the Technical Support Manager to discuss your career goals, growth opportunities, and cultural fit.

Portfolio Review Tips:

Highlight your experience with API integrations, web technologies, and databases through relevant projects.
Showcase your problem-solving skills and ability to diagnose and resolve complex technical issues.
Include examples of how you've improved supportability initiatives within your previous roles.

Technical Challenge Preparation:

Brush up on your knowledge of API integrations, web technologies, and databases.
Familiarize yourself with debugging tools, log analysis, and performance monitoring platforms.
Practice explaining technical concepts clearly and concisely to non-technical stakeholders.

ATS Keywords: API integrations, web technologies, databases, debugging, performance monitoring, SaaS customization, Salesforce, collaboration, communication, problem-solving, mentoring, documentation, process improvement, customer satisfaction, teamwork.

🛠 Technology Stack & Web Infrastructure

Debugging Tools:

Splunk, Datadog, or other log analysis and performance monitoring platforms.

Ticket Management Systems:

JIRA, Confluence, Service Cloud, ZenDesk, ServiceNow, or DevRev.

Programming Languages & Frameworks:

Proficiency in one or more programming languages relevant to API integrations, web technologies, and databases (e.g., JavaScript, Python, Java, C#).

Databases:

Familiarity with databases such as MySQL, SOQL, and other relevant database management systems.

📝 Enhancement Note: Skedulo's technology stack is subject to change, and candidates should be adaptable and eager to learn new tools and platforms as needed.

👥 Team Culture & Values

Technical Support Values:

Customer Focus: Prioritize customer satisfaction and ensure optimal product performance.
Technical Expertise: Demonstrate a deep understanding of API integrations, web technologies, and databases.
Problem-Solving: Leverage your technical expertise to diagnose and resolve complex technical issues efficiently.
Collaboration: Work effectively with cross-functional teams to drive supportability initiatives and improve product performance.
Continuous Learning: Stay up-to-date with the latest trends in API integrations, web technologies, and databases to enhance your technical skills and knowledge.

Collaboration Style:

Cross-Functional Integration: Work closely with engineering, product, infrastructure, and customer success teams to ensure optimal product performance and customer satisfaction.
Code Review Culture: Participate in code reviews and knowledge-sharing sessions to maintain high-quality products and services.
Mentoring & Knowledge Sharing: Share your technical expertise with junior team members and contribute to their professional development.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Complex Issue Resolution: Diagnose and resolve complex technical issues involving code, configurations, and integrations, often within tight deadlines.
API Integrations: Work with various APIs, web technologies, and databases to ensure seamless integration and optimal performance.
Performance Optimization: Identify and address performance bottlenecks and optimize API integrations, web technologies, and databases for improved efficiency.

Learning & Development Opportunities:

Technical Skills Development: Enhance your expertise in API integrations, web technologies, and databases through hands-on experience, training, and continuous learning.
Leadership Development: Develop your leadership skills through mentoring, process improvement, and driving supportability initiatives.
Product & Engineering Exposure: Collaborate with product and engineering teams to gain insights into the development process and contribute to product improvements.

💡 Interview Preparation

Technical Questions:

API Integrations: Describe your experience with API integrations, REST/SOAP, and web technologies (HTTP, JSON, XML).
Web Technologies: Explain your understanding of front-end technologies, including JavaScript and HTML5.
Database Management: Discuss your experience with databases, such as MySQL and SOQL, and database management systems.
Debugging & Performance Monitoring: Describe your experience with debugging tools, log analysis, and performance monitoring platforms (e.g., Datadog, Splunk).

Company & Culture Questions:

Customer Focus: Explain how you prioritize customer satisfaction and ensure optimal product performance.
Collaboration: Describe your experience working with cross-functional teams to drive supportability initiatives and improve product performance.
Problem-Solving: Share examples of how you've diagnosed and resolved complex technical issues efficiently.

Portfolio Presentation Strategy:

Project Selection: Choose projects that demonstrate your expertise in API integrations, web technologies, and databases, as well as your problem-solving skills and customer focus.
Storytelling: Craft compelling narratives around your technical support experiences, highlighting the challenges you faced, the solutions you implemented, and the outcomes you achieved.
Technical Deep Dive: Prepare to delve into the technical details of your projects, explaining your approach to API integrations, web technologies, and databases, as well as your use of debugging tools and performance monitoring platforms.

📝 Enhancement Note: Tailor your interview preparation to Skedulo's technology stack, company culture, and the specific requirements of the Senior Technical Support Specialist role.

📌 Application Steps

To apply for this Senior Technical Support Specialist position:

Submit Your Application: Click the 'Apply' button on the job posting to submit your resume and cover letter.
Prepare Your Portfolio: Highlight your experience with API integrations, web technologies, and databases through relevant projects, demonstrating your problem-solving skills and customer focus.
Optimize Your Resume: Tailor your resume to emphasize your technical support experience, API integrations, web technologies, and databases, as well as your collaboration, communication, and problem-solving skills.
Research Skedulo: Familiarize yourself with Skedulo's platform, products, and company culture to showcase your enthusiasm and understanding during the interview process.
Prepare for Technical Assessment: Brush up on your knowledge of API integrations, web technologies, and databases, as well as your experience with debugging tools, log analysis, and performance monitoring platforms.

📝 Enhancement Note: Skedulo's hiring process may vary, and candidates should follow the instructions provided in the job posting and by the recruitment team. All information provided in this enhanced job description is subject to change and should be verified directly with Skedulo.

Senior Technical Support Specialist