Technical Support Specialist

Takt

. Triage, prioritize, and respond to customer support tickets within response targets .

Posted 11/5/2026full-timeReston • Virginia • United StatesMid-LevelSenior💰 $70,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support for SaaS products, effectively managing support queues and troubleshooting user issues while ensuring clear communication with customers and engineering teams. Proficient in using technical tools and AI to enhance support processes and documentation.

Highest-signal resume keywords

SaaS Product SupportCustomer Support Ticket ManagementTechnical TroubleshootingClear Written CommunicationExperience with Pylon, Intercom, or Zendesk

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Basic SQLPython ScriptingJavaScript ScriptingData AnalysisLog Reading

Soft Skills

Customer CareCuriosityCollaboration

Tools & Technologies

PylonIntercomZendeskAI Tools

Industry Keywords

Customer SuccessHigh-Volume Customer-Facing WorkOperational Data SecurityOn-Call Rotation

Tech Stack

Tools & technologies

JavaScriptPythonSQL

About the role

Key responsibilities & impact

Triage, prioritize, and respond to customer support tickets within response targets
Troubleshoot issues by reproducing them, reading logs, and pulling data
Provide Engineering with actionable bug tickets and necessary context
Keep customers updated until issues are resolved and communicate when fixes ship
Write and update help articles and troubleshooting runbooks
Identify gaps in AI support answers and improve underlying content
Spot recurring problems and bring examples to Customer Success, Product, and Engineering
Work scheduled shifts overlapping customer operating hours
Participate in an on-call rotation for high-priority issues, with Engineering on-call as backup
Use AI to research issues, draft responses and documentation, and query data while checking its work
Collaborate daily with Customer Success and Engineering

Requirements

What you’ll need

Experience supporting a SaaS product: working tickets, troubleshooting user issues, and writing to customers
Experience managing a support queue: prioritizing under volume, meeting response targets, and knowing when to escalate
Comfort with technical tools: reading logs, following data, and learning a product quickly
Basic SQL is a plus
Clear writing for customers and engineers
Care with customer data; use the minimum access needed and handle operational data securely
Willingness to work scheduled shifts, including some early mornings, evenings, or weekends
Willingness to join an on-call rotation
Experience in retail, hospitality, or other high-volume, customer-facing work is nice to have
Experience with Pylon, Intercom, or Zendesk, including AI features, is nice to have
Scripting in Python or JavaScript is nice to have
Curiosity about logistics, warehousing, or physical operations is nice to have
Must be legally authorized to work in the United States without visa sponsorship, now and in the future
Must live within commuting distance of, or plan to relocate to, the Reston, VA office

Benefits

Comp & perks

Health, dental, and vision insurance
401(k) with employer match
Unlimited PTO
Monthly AI tools budget