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Provi · 11 hours ago

Technical Support Specialist

Austin, TX

Full-time

Hybrid

Mid Level

$64K/yr - $75K/yr

Provi is innovating the 240-billion dollar alcohol industry, and they are seeking a Technical Support Specialist to be part of their game-changing team. The role involves serving as a technical escalation point within the Support team, diagnosing incidents, troubleshooting technical issues, and collaborating with Engineering teams.

Craft BeerE-CommerceE-Commerce PlatformsFood and BeverageHospitalityMarketplaceOnline PortalsRestaurantsWine And Spirits

Responsibilities

Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations

Escalate and collaborate on complex issues with Engineering teams when necessary

Efficiently address tickets related to our clients’ essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders

Independently prioritize issues based on defined criteria

Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour

Escalate and collaborate on complex issues with Engineering for quick resolution when necessary

Document customer interactions and resolutions accurately in our support ticketing system

Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service

Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc

Contribute to self-service internal and user documentation to enhance training resources

Qualification

Technical support experienceCRM software proficiencyTroubleshooting skillsSalesforceJiraConfluenceAnalytical mindExplaining technical conceptsHospitality experienceAlcohol beverage experienceOrganizational skillsVerbal communicationWritten communicationAttention to detailProblem-solving

Required

Past technical support experience at a SaaS company

Experience with CRM software and technical tools such as Salesforce, Jira, Confluence

Ability to triage and troubleshoot issues independently and efficiently

Excellent organizational skills, verbal and written communication skills, and acute attention to detail

An analytical mind and a passion for problem-solving

An aptitude for explaining technical concepts to non-technical stakeholders

Preferred

Experience in the hospitality and/or alcohol beverage space is a plus

Benefits

Health

Dental

Vision

401K with match

Commuter Perks

Long/Short Term Disability

Employee Assistance Program

Unlimited PTO

½ day Fridays in the Summer

Company

Provi

Provi is the largest online marketplace that simplifies the complex process of ordering wholesale alcohol by connecting each tier.

Founded in 2016

Chicago, Illinois, USA

51-200 employees

http://provi.com

Funding

Current Stage

Growth Stage

Total Funding

$124.85M

Key Investors

D1 Capital PartnersCPMGHPA (Hyde Park Angels)

2023-08-04Series C

2021-09-21Series C· $75M

2021-02-01Series B· $25M

Leadership Team

Taylor Katzman

Founder & CEO

Kevin Price

Chief Financial Officer

Recent News

Business Wire

Ohio Liquor (OHLQ) Expands Statewide Digital Innovation Initiatives with Provi Integration

2025-12-01

Digital Commerce 360

Provi passes $5 billion in GMV as digital ordering gains traction

2025-11-20

Business Wire

Provi and Vermont Department of Liquor and Lottery Partner to Launch 802Spirits Connect – Vermont’s First Digital Spirits Ordering Platform

2025-11-15

Company data provided by crunchbase