Conversica · 3 weeks ago
Senior Technical Support Specialist
West, TX
Full-time
Onsite
Mid, Senior Level
$28/hr - $31/hr
3+ years expConversica is a company that specializes in customer support technology, and they are seeking a Senior Technical Support Specialist to join their Tier 2 support team. The role involves troubleshooting complex technical issues, engaging with customers, and collaborating with internal teams to enhance the support experience and improve product functionality.
Artificial Intelligence (AI)Machine LearningSaaSSales AutomationVirtual Assistant
Responsibilities
Troubleshoot and diagnose non-standard and complex technical issues using internal tools, SQL queries, and external resources
Engage with customers, partners, and internal contacts via email, phone, and live chat to deliver a next-level support experience
Serve as the primary escalation point for Tier 1, handling escalated tickets with professionalism and empathy
Triage and escalate bug and problem tickets to Product and Engineering, including reproducing issues, documenting root causes, and recommending potential fixes
Proactively communicate escalations, outages, and their business impact to leadership and affected stakeholders
Partner with Product, Engineering, and Customer Success teams on high-priority tickets and systemic product improvements
Cultivate a deep knowledge of Conversica’s software and mentor Tier 1 support staff, sharing knowledge and coaching on advanced troubleshooting
Analyze ticket trends, conduct root cause analysis, and propose long-term solutions to prevent repeat issues
Document ticket notes and customer interactions thoroughly and accurately in the support ticketing system
Write and contribute content to the knowledge base, including advanced troubleshooting guides and escalation playbooks
Assist customers with navigation and troubleshooting as needed, but primarily focus on resolving complex and escalated issues
Apply account optimizations and customizations submitted internally by the Customer Success team
Qualification
Required
3+ years experience in a SaaS technical support role required
Proven technical aptitude with ability to troubleshoot and resolve complex issues independently
Knowledge of sales and marketing tech stacks, including marketing automation platforms, CRMs, and integrations
Strong understanding of logic functions and ability to create formulas
Proficient in SQL with ability to write, test, and troubleshoot queries
Experience using ticketing systems such as Zendesk, JIRA, or ServiceNow
Strong problem-solving, critical thinking, and time-management skills
Excellent written and verbal communicator; able to deliver clear, empathetic, and professional customer interactions
Self-motivated and able to work independently or cross-functionally in fast-paced environments
High school diploma or equivalent with relevant work experience
Availability to work Pacific or Mountain time zone hours
Preferred
Experience mentoring or training Tier 1 support staff preferred
Associate degree or higher preferred
Benefits
Comprehensive health, dental, and vision benefits
PTO
Holiday pay
401k
Equity
Company
Conversica
Conversica creates intelligent virtual assistants to serve as virtual team members.
51-200 employees
H1B Sponsorship
Conversica has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (4)
2023 (2)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$132MKey Investors
Morgan Stanley Expansion CapitalHollyport CapitalPSG Equity
2022-04-05Series E· $25M
2020-09-02Private Equity· $20M
2018-08-29Private Equity· $31M
Leadership Team
Jim Kaskade
Chief Executive Officer
Tim Driscoll
CFO
Recent News
2025-08-20
Destination CRM
2025-08-06
Company data provided by crunchbase