Technical Support Specialist

Job Description

Fountain is seeking a Technical Support Specialist to join their team. In this role, the individual will maintain relationships with major brands, support various features and integrations, resolve issues, and act as the voice of the customer within internal teams. The ideal candidate will be passionate about problem-solving, customer relations, and possess a can-do attitude.Responsibilities:

• Respond to customer inquiries via Intercom.
• Diagnose and troubleshoot software issues.
• Investigate problems using data logs and API testing.
• Collaborate with engineering and product teams.
• Create RCA documentation.
• Maintain technical documentation.
• Assist in onboarding new team members.
• Gather customer feedback.
• Participate in team meetings.

Requirements:

• Bachelor’s degree in Computer Science, IT, or related field, or equivalent experience.
• 2+ years of experience in a technical support role at a software company.
• Strong troubleshooting skills.
• Familiarity with software development processes and technologies (APIs, databases, SQL).
• Excellent communication skills.
• Customer-oriented mindset.
• Experience with ticketing systems and support tools.

Fountain offers:

• A unique work environment with a diverse global team.
• Flexible vacation policy.
• Paid holidays.
• Monthly lunch stipends.
• Annual allowances for education, home office, cell phone, and wellness reimbursements.