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Job Description
Fountain is seeking a Technical Support Specialist to join their team. This role involves maintaining relationships with major brands, supporting various features and integrations, resolving issues, and acting as the customer's voice within the company. The ideal candidate will be passionate about problem-solving, building relationships, and understanding how things work.
What this role involves:
- Responding to customer inquiries via Intercom.
- Diagnosing and troubleshooting software issues.
- Investigating problems using data logs and API testing.
- Collaborating with engineering and product teams.
- Creating RCA documentation.
- Maintaining technical documentation.
- Assisting in onboarding new team members.
- Gathering customer feedback.
- Participating 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.
- The freedom to work remotely.
- In-person team meetings and annual organizational meetings.
- Competitive health plans and a retirement plan (in the US).
- Flexible vacation policy.
- Paid holidays.
- Monthly lunch stipends.
- Annual allowances for education, home office, cell phone, and wellness reimbursements.
