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Principal Technical Support Specialist

1 month, 3 weeks ago
United States
Full-time
Lead
Technical Support Engineer
Customer and Technical Support
CSS DNS HTML JavaScript JIRA jQuery New Relic Postman REST API Salesforce SAML TLS XML
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FormAssembly

FormAssembly

FormAssembly provides a secure online form builder and data collection software that enables organizations across various industries to efficiently create web forms, automate workflows, and integrate seamlessly with platforms like Salesforce, enhancing...

IT Services
51-250
Founded 2006
$12M raised
View All Jobs 4

Description

  • Resolve complex and high-impact customer issues through email, chat, and other support channels.
  • Serve as a primary escalation point for Tier 1 cases requiring advanced technical investigation.
  • Partner with Tier 2, Engineering, and Product teams to drive resolution of technical issues.
  • Provide real-time guidance to teammates through Slack and case collaboration.
  • Identify, triage, and communicate trending issues, bugs, and release impacts.
  • Contribute to internal documentation, troubleshooting guides, and support process improvements.
  • Mentor team members to strengthen troubleshooting skills, case quality, and support consistency.
  • Support initiatives that improve team efficiency, workflows, and customer experience.
  • Monitor queues and escalate risks or issues that need attention.
  • Share feedback on product issues, support gaps, and training opportunities.

Requirements

  • 4–6+ years in a technical, customer-facing support role.
  • Strong experience handling escalated or complex technical issues.
  • Willingness to join customer-facing phone calls to troubleshoot technical issues.
  • Demonstrated ability to mentor and support peers without formal management responsibilities.
  • Advanced understanding of product functionality, integrations, and troubleshooting methodologies.
  • Proven ability to work cross-functionally with Engineering, Product, and Tier 2 teams.
  • Reliable and secure internet access for remote work.
  • Strong understanding of front-end web technologies and system behavior.
  • Experience reading and interpreting HTML, CSS, JavaScript/jQuery, and browser developer console output.
  • Experience with Salesforce, including connector configuration, error interpretation, object relationships, and SAML/SSO/Experience Cloud authentication.
  • Experience using diagnostic tools such as New Relic, Postman, MxToolBox, and SauceLabs.
  • Ability to create Jira bug tickets and assess severity/priority.
  • Strong written communication skills for translating technical issues into clear customer responses.
  • Salesforce Administrator Certification is preferred.
  • REST API literacy is preferred.
  • DNS/SSL fundamentals are preferred.
  • XML reading experience is preferred.

Benefits

  • Health, dental, and vision insurance for U.S.-based team members.
  • Mental health benefits through SpringHealth.
  • 401(k) with a 4% company match.
  • Unlimited PTO for salaried/exempt staff, with a required minimum of 2 weeks per year, or 4 weeks of paid vacation for hourly/non-exempt employees.
  • 9 paid company holidays.
  • Flexible work schedule with the ability to work from anywhere.
  • Generous paid parental leave of up to 16 weeks.
  • Charitable contribution matching.
  • Budget for professional development.
  • Company-provided Mac laptop.

Interested in this position?

Apply directly on the company website

Apply Now

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