Technical Support Specialist

| Chicago | Hybrid
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As a Technical Support Specialist, you are an advocate for clients and client-facing teams, being part of the bridge to Product & Engineering at ActiveCampaign. You can diagnose and troubleshoot software problems and explain the core issues in descriptive, yet concise manners. You can work well with multiple teams and multiple priorities, as well as various requests from different departments, and find solutions where they might not be obvious.


The ability to take ownership, work, make decisions, and communicate independently are of utmost importance. Change is the only constant in this role, so being adaptable is key.

What you will do...

  • Review of escalated tickets to verify bug reports
  • Use internal tools and knowledge of the platform to triage and de-bug escalated tickets
  • Update and maintain Knowledge Base documentation (Zendesk, Confluence)
  • Triage bug reports in JIRA with SPARC team
  • Handle escalated bug cases directly with clients
  • Identifying trends in queues and alerting relevant teams
  • Provide bug priority feedback to Product
  • Assist Education with technical fidelity of new support articles
  • Provide feedback for clarification on behavioral changes provided by Product/EngineeringPairing with SPARC team on debugging and developing new internal tools
  • Keep track of identified issues and their workarounds, and provide insightful feedback to Product
  • General assistance troubleshooting/supporting API/Integration questions
  • Provide feedback and coaching to front line Support, and their leaders

Who you are...

  • 2-5 years of experience in a technical customer support capacity
  • High Performer - platform related client role (success/sales/support)
  • Expert-level knowledge across multiple aspects of a software platform OR SME role ideally in a SaaS environment
  • Deep understanding of general troubleshooting and ticket resolution tactics
  • Have strong analytical, organizational, written, and verbal communication skills (both internally and externally)
  • A solutions-oriented mindset with the ability to explain technical problems succinctly and clearly
  • Experience using KB tools (Zendesk, Guru, etc)
  • Nice to have: SQL, experience with JIRA, API, and programming experience

About ActiveCampaign:

We are a category-defining Customer Experience Automation Platform (CXA) that helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 600+ pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful segmentation and personalization across social, email, messaging, chat, and text. 

As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. You can find out more about our DEI initiatives here

As one of the fastest-growing SaaS companies in the world, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 150,000 today to millions. We have been ranked #4 Best Place to Work on Built In Chicago in 2021, a best workplace for remote employees by Quartz and received recognition as a great place to work across all of our regions, and continue to be globally recognized for our employee-centric culture here.


Perks and benefits:

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include:


-Comprehensive health and wellness benefits (including no premiums for employees on our HSA plan,  telehealth and tele-mental health, and access to the Calm app for mediation)

-Open paid time off

-Generous 401(k) matching with no vesting

-Generous stipend to outfit your remote office

-Career growth including access to personal and professional coaching through Udemy

-Access to life coaches via Modern Health

-Cool swag


ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.

Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members.

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Location

Located in the heart of the Loop overlooking State Street, with views of the lake and Millennium Park with easy access to the Metra & CTA stations.

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