Support Specialist

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. Serve as the first line of defense for inbound support tickets from operators, vendors, and internal teams .

Posted 9/17/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical aptitude in software support and customer service, with a focus on accuracy, problem-solving, and effective communication. Proficient in managing documentation and support processes within a multifamily domain and fast-paced environment.

Highest-signal resume keywords

Software Support ExperienceTechnical Documentation CreationHelpdesk Systems ProficiencyMultifamily Domain KnowledgeProject Management Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTicket ManagementData ManipulationSLA ManagementProblem-SolvingDocumentation ReviewProcess AuditingCustomer OnboardingData AnalysisContract Configuration

Soft Skills

Attention to DetailWritten CommunicationVerbal CommunicationOrganizational SkillsCollaboration

Tools & Technologies

NotionZendeskKnowledge Base SystemsHelpdesk SystemsSpreadsheet Software

Industry Keywords

MultifamilyCustomer Platform AdoptionStartup EnvironmentVendor RelationshipsTechnical Concepts Translation

About the role

Key responsibilities & impact

Serve as the first line of defense for inbound support tickets from operators, vendors, and internal teams
Review, categorize, assign severity, prioritize, and route support tickets
Maintain queue health, correct ticket tagging, and SLA expectations
Identify trends, escalate bugs, and document recurring issues for Implementation and Product teams
Support internal incident protocols and SLA classification and communication
Assist with onboarding new customers alongside the Implementation team
Review AI accuracy, bulk upload data files, manipulate spreadsheets, process change requests, and audit data sets
Build document templates, set contract signature blocks, and configure requirements
Apply knowledge of industry vendors, suppliers, and their products to support customer platform adoption
Create, maintain, review, and revise resource library documentation and process guides
Use Notion and knowledge base systems to manage documentation
Handle varied startup-generalist tasks and projects
Build relationships and collaborate effectively with the team

Requirements

What you’ll need

Strong technical aptitude with proven experience in software support or customer service within a fast-paced, tech-driven environment
Exceptional accuracy and attention to detail
Multifamily domain knowledge and exposure to the relationship between operators and suppliers
Around 2+ years of experience is a benchmark, but not a hard and fast rule
Exceptional problem-solving skills and ability to diagnose and resolve technical issues quickly and accurately
Great written and verbal communication skills
Experience translating complex technical concepts into clear customer guidance
Experience in technical documentation and creation of client-facing materials
Experience with helpdesk systems and project management tools such as Notion and Zendesk
Strong organizational skills and ability to manage multiple tasks and projects while maintaining accuracy and quality
Entrepreneurial, generalist mindset and willingness to take ownership in a startup environment
Ability to work independently in a remote environment

Benefits

Comp & perks

Collaborative remote-forward work environment
Well-being-focused workplace culture
Transparent company goals and opportunities
Opportunity to shape a high-growth startup and its scaling processes
Opportunity to work at the crossroads of multifamily vendors and operators
Exposure to interesting projects and diverse startup responsibilities