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Intercom · 2 days ago

Technical Support Specialist

Chicago, IL

Full-time

Hybrid

Mid Level

$62K/yr - $74K/yr

3+ years exp

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. They are seeking an experienced Technical Support Specialist who will own complex technical queries, act as a trusted advisor, and help drive improvements in product, processes, and peer development.

CRMMarketing AutomationSaaSSales Automation

H1B Sponsor Likely

Responsibilities

Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too

Experience in chat, email, and/or video-based customer support

Display strong communication skills—able to break down complex topics for non-technical users

Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed

Ability to support 60-70 customers per week, providing efficient and meaningful support

Take ownership of complex customer questions across our suite of products — from first contact to final resolution

Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more)

Navigate ambiguity using structured thinking, creativity, and a strong product mindset

Act as a mentor providing feedback, initiating upskilling, and modeling best practices

Coach peers through tough tickets while flagging trends that impact Support

Share insights and improvements to help evolve how our team supports customers and collaborates internally

Qualification

Technical Support ExperienceTechnically FluentAI KnowledgeSaaS ExperienceCommunication SkillsMentorshipTeam CollaborationProblem Solving

Required

3–5 years in customer support, with 1–2 years in SaaS, B2B, or complex product environments

Confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue

Explain technical topics in simple, human language and can shift tone based on the situation

Plan your workload based on urgency and impact

Excited about the role AI plays in customer support and stay informed on new tools, features, and workflows

Uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team

Communicating efficiently and effectively with our customers