Technical Support Specialist

Higher Logic

. Investigate and resolve customer technical issues through multiple support channels .

Posted 10/16/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical aptitude and problem-solving skills in customer service, utilizing AI-assisted tools and web technologies to effectively troubleshoot and resolve issues. Communicates findings and resolutions clearly while maintaining high standards of customer experience and documentation.

Highest-signal resume keywords

Technical Customer-Service ExperienceTroubleshooting Web ApplicationsUse of Browser Developer ToolsAI-Assisted Systems ProficiencyCase-Management System Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting SkillsCritical ThinkingWeb TechnologiesHTMLCSSJavaScriptAPIsDatabasesBrowser DiagnosticsSystem Monitoring

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationExceptional Customer-Service SkillsEffective PrioritizationSelf-Directed Learning

Tools & Technologies

Case-Management SystemsWork-Tracking SystemsKnowledge-Management SystemsAI-Assisted ToolsObservability Systems

Industry Keywords

SaaS EnvironmentTechnical InvestigationCustomer SupportDocumentationTroubleshooting Methods

About the role

Key responsibilities & impact

Investigate and resolve customer technical issues through multiple support channels
Use product knowledge, documentation, previous case history, application data, system information, and AI-assisted tools to research customer issues
Ask focused questions, assess evidence, and investigate beyond initial symptoms to identify likely causes
Use browser diagnostic tools, logs, network activity, HAR files, error messages, and other technical information during troubleshooting
Validate AI-assisted findings before using them to resolve cases or communicate with customers
Communicate issue status, findings, next steps, and resolutions professionally to customers
Document customer interactions, troubleshooting, evidence, issue status, and resolutions in the case-management system
Escalate unresolved issues to internal teams with problem statements, evidence, completed troubleshooting, and unanswered questions
Develop Higher Logic product knowledge and improve customer-service, technical-investigation, and AI-assisted troubleshooting skills
Meet performance expectations for productivity, work quality, investigation quality, and customer experience
Conduct business according to Higher Logic policies and procedures
Perform other duties as assigned

Requirements

What you’ll need

Basic understanding of, or willingness to learn, Higher Logic's product suite
Strong critical-thinking, problem-solving, and troubleshooting skills
Ability to search and apply information from documentation, previous cases, known issues, and other available knowledge sources
Ability to learn and use case-management, work-tracking, system-monitoring, observability, and approved data-access systems
Ability to use browser developer tools and perform an initial assessment of console messages, network activity, HAR files, logs, and common web application errors
Basic understanding of, or willingness to learn, standard web technologies, browsers, web applications, HTML, CSS, JavaScript, APIs, and databases
Ability to use AI-assisted systems effectively, provide appropriate context, ask clear follow-up questions, and assess the accuracy and completeness of their output
Ability to use AI capabilities connected to approved product, support, knowledge, observability, and data systems as part of a complete investigation
Ability to distinguish verified evidence from assumptions and recognize when additional information or specialized assistance is required
Excellent verbal and written communication skills
Exceptional customer-service skills
Effective prioritization and triage skills with the ability to manage multiple customer inquiries
Self-directed learner who can adapt to new products, technologies, tools, and troubleshooting methods
Typically requires a minimum of two years of technical customer-service experience, preferably in a SaaS environment
Technical aptitude developed through professional experience, self-directed learning, technical training, certifications, or education
Experience using customer-support, case-management, work-tracking, documentation, or knowledge-management systems
Experience troubleshooting web applications or using browser diagnostics, system-monitoring information, application data, or AI-assisted tools is preferred