Provi · 1 hour ago
Technical Support Specialist
Austin, TX
Full-time
Hybrid
Mid LevelProvi 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
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
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$124.85MKey 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
2025-12-01
Digital Commerce 360
2025-11-20
Company data provided by crunchbase