Technical Support Associate III (Chicago-based)
$55,000–$65,000 year
HybridChicago, Illinois, United States
Job Summary
Diagnose platform issues, answer complex product questions, and deliver timely solutions for enterprise SaaS customers. Investigate technical problems by analyzing behavior, identifying root causes, and validating fixes to ensure full resolution. Partner with Product and Engineering teams to reproduce defects, communicate findings, and advocate for enhancements. Support new customer implementations, onboarding, and configuration to help clients realize platform value. Translate sophisticated technical concepts into clear language for both technical and non-technical stakeholders. Create and maintain technical documentation, knowledge base articles, and internal support materials. Identify recurring challenges and usage patterns to provide actionable feedback for future product improvements.
Required Qualifications
- Bachelor's degree in business, Information Technology, Computer Science, Marketing, Communications, or related field
- 3+ years of experience supporting customers in a SaaS, software, technology, or other client-facing technical environment where problem-solving and customer communication were key responsibilities
- Demonstrated ability to investigate technical issues, think critically through complex problems, identify root causes, and drive solutions rather than simply escalating challenges
- Exceptional verbal and written communication skills, with the ability to confidently explain technical concepts to both technical and non-technical audiences, including enterprise-level customers
- A strong sense of ownership and accountability with a proactive mindset that follows issues from initial discovery through successful resolution
- Excellent organizational and time management skills with the ability to prioritize multiple customer requests, projects, and competing deadlines in a fast-paced environment
- A collaborative approach with experience partnering across cross-functional teams such as Product, Engineering, Customer Success, or Operations to deliver exceptional customer outcomes
- Genuine curiosity, technical aptitude, and a passion for continuously learning new technologies, software platforms, and emerging AI innovations
- Previous experience supporting enterprise SaaS software or cloud-based technology platforms
- Exposure to APIs, integrations, web technologies, or software implementation projects
- Familiarity with AI-powered tools, automation platforms, large language models (LLMs), AI knowledge bases, or emerging agentic AI technologies
- Experience working with SEO, digital marketing platforms, website analytics, or search technologies
- Chicago-based
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