POSITION OVERVIEW

ESSENTIAL FUNCTIONS

Technical Expertise & Problem Resolution

• Serve as the final technical escalation point before development, owning and resolving the most complex technical issues
• Handle escalated cases with high urgency and exceptional follow-through, providing proactive status updates via phone, email, and chat
• Independently diagnose, document, and reproduce intricate technical problems involving multiple integrated systems
• Perform advanced troubleshooting including SQL queries for data analysis, API debugging, and Windows/hardware diagnostics
• Create detailed technical bug documentation and submit to development teams via Azure DevOps and Salesforce with clear reproduction steps
• Translate complex technical information into clear, understandable language for non-technical customers
• Provide creative, out-of-the-box solutions to problems without requiring assistance from higher-level resources

Knowledge Management & Team Development

• Mentor and train Tier 1 and Tier 2 representatives, sharing product expertise and advanced troubleshooting techniques
• Create comprehensive training documentation, knowledge base articles, and troubleshooting resources
• Update and maintain the support response library to improve team efficiency and consistency
• Triage, assign, and escalate cases to the most appropriate team member based on technical complexity
• Stay current with product releases, system changes, industry trends, and emerging support technologies through continuous self-directed learning

Cross-Functional Collaboration

• Work directly with Product, Engineering, and Implementation teams to resolve complex technical issues
• Collaborate with integration partners and third-party vendors to troubleshoot cross-platform issues
• Coordinate with Product team on new releases, hardware changes, and feature rollouts
• Document and track all customer issues within CRM and ticketing systems with detailed technical notes

SKILLS & QUALIFICATIONS

Required

• 3+ years of experience in SaaS technical customer service/support roles
• Bachelor's degree in business, computer science, information systems, liberal arts, or related field (or equivalent experience)
• Strong foundation in SQL for data lookups and troubleshooting
• Working knowledge of APIs, HTML, CSS, and basic programming concepts
• Experience troubleshooting Windows operating systems and hardware issues
• Demonstrated experience with CRM and ticketing systems (Salesforce, Azure DevOps, or similar)
• Excellent written and verbal communication skills with the ability to explain technical concepts clearly
• Proven ability to work independently and solve complex problems without direct supervision

Preferred

• 6+ years in SaaS technical support or similar technical role
• 1-2 years of accounting or property management experience
• Experience with integration troubleshooting across multiple software platforms
• Background in training or mentoring technical support teams

Core Competencies

• Insatiable curiosity for learning: Actively seeks out new tools, technologies, and methodologies; stays ahead of industry trends
• Independent problem-solving: Thrives on tackling difficult challenges alone; resourceful in finding solutions without constant guidance
• Proactive communication: Anticipates needs; provides clear, timely updates; escalates appropriately with full context
• Systems thinking: Understands how different technologies interact; diagnoses issues that span multiple integrated platforms
• Ownership mentality: Takes full accountability for complex issues from initial report through complete resolution
• Adaptability: Flexible with shifting priorities; manages multiple urgent tasks simultaneously under pressure
• Collaborative spirit: Works effectively across teams; shares knowledge generously; contributes to a positive team culture

PAY RANGE & DESCRIPTION
This position will be based full-time out of our FRONTSTEPS' Denver, CO headquarters and pays $55,000 - $70,000 per year.

Benefits for Full Time roles include the following:

· Medical, Dental, and Vision

· Company-sponsored Life Insurance

· Voluntary Short-Term Disability, Long-Term Disability, and Life Insurance

· FSA/HSA

· Paid Time Off

· Sick Time

· Paid covered employee parking

· 401k match

FRONTSTEPS is proud to be an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status.