Technical Support Specialist

  • Portland, OR
  • Full Time
  • Product
  • Experienced

About Opal

At Opal, we believe enterprise software should be beautiful, simple and designed for the job at hand. The Opal platform empowers marketing teams to collaborate within a dedicated environment to plan, visualize and deploy campaigns across all marketing channels, reducing complexity and aligning teams for better marketing results.

Our team is deeply invested in building a culture that promotes design thinking, collaboration and a passion for excellence. We work together as a team to revolutionize the modern marketing organization.

About the role:

We are looking for an empathetic and ambitious Technical Support Specialist with strong technical skills and a knack for problem solving who is eager to learn new skills, shows attention to detail, and offers a positive customer support experience with every interaction. The ideal candidate has the ability to uncover root causes and transform challenges into opportunities while instilling confidence and delighting our users.

What you’ll do:

  • Be the product expert - We have a fast moving product and release new features every month. You’ll need to stay on your toes and be a primary resource both internally and externally for how the product works, with plenty of facetime with VPs, Product Managers and Engineering Managers.
  • Provide B2B technical support to some of the largest brands in the world - We have a very engaged and happy customer base who use Opal as the backbone of their workflow.
  • Provide technical troubleshooting and file bugs - Perform root cause analysis to figure out what’s wrong and how severe it is, determine how to reproduce it, and get it fixed. Our support team is an integral part of the product org and your voice carries a lot of weight.
  • Occasional phone / screen share time - The goal is to solve problems via email and take your time to provide great quality work. When things get hairy, you’ll need to push for a screen share to gather information, instill confidence, and save the day for the customer.
  • Contribute to our customer knowledge base and internal technical documentation - As much as possible, we try to enable our customers through self serve through articles, videos, and interactive walkthroughs.
  • Pursue opportunities for growth - Take on fun and interesting new challenges which contribute to an exceptional customer experience:
    • Own projects and processes across the org. Identify gaps and create process and order where none exists and be the domain expert.
    • All the reporting you could ever want (If you don’t know SQL already, we’ll teach it to you!)
    • Create integrations to improve our team’s efficiency (macros, Zappier, slack bots, it’s all on the table)
    • Build/ improve our internal activeAdmin tooling with Ruby on Rails

What you’ll bring:

  • 1+ years experience working on a technical support team, troubleshooting complex technical issues via email and phone
  • You enjoy solving problems and view a complicated issue as an opportunity, not a threat
  • Communication skills to break complex answers down into simple ones
  • Creative, inquisitive and curious approach partnering with your team and customers
  • A knack for the details with an “everything matters” approach
  • Comfort and agility using technology and digital collaboration tools - you’re happy working in G Suite, Salesforce, Slack, and other internal collaboration tools
  • Capacity to accept constructive feedback and learn from it
  • Commitment to proactive collaboration and accountability - you are prepared, informed, and ready to go
  • Value-focused mindset - you see every touchpoint as a chance to create a positive experience for the customer and your team
  • A cool head to manage multiple tasks - this is a fast-paced environment and you’ll need to be open to change while staying on top of things
  • Committed to providing the best user experience above all else
  • Non-required tools of the trade (and if you don’t know these already, we’ll teach them to you): Zendesk, Jira, Chrome dev tools, Excel, SQL, New Relic, SumoLogic, Rails console
  • Demonstrated ability to work effectively with individuals from diverse communities and cultures

Opal employees enjoy a range of benefits, some of which include:

  • Competitive compensation and stock options
  • Company paid Health, Dental, and Vision benefits, including Disability and Life Insurance
  • Flexible Paid Time Off and Paid Holidays
  • Paid Maternity/Parental Leave
  • Flexible Spending Accounts (FSA) - Medical, Dependent Care, Transit, Commuter
  • 401(k) and Roth retirement plans
  • Company-sponsored outreach & activity programs
  • A beautiful office space with plenty of snacks, Stumptown coffee, and friendly coworkers

Opal is an equal-opportunity employer and committed to creating an inclusive and diverse environment.  We believe a diverse workplace promotes innovation and enhances decision making. We encourage applications from all qualified candidates and will consider all applicants without regard to race, color, religion, gender identity or expression, national origin, sexual orientation, disability, age, or veteran status.

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