Senior Technical Support Specialist

Introduction

Here at Skedulo were on a mission to support the 2.7 billion people in the worldand the companies that employ themwho do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces.

The Skedulo team is a tight-knit group of builders who are passionate about shaping our platform that is relied upon daily by thousands of users across the globe. We are looking for motivated, self-starters who share our values, challenge the status quo, and push the pace of innovation in order to accelerate growth. If youre drawn to solving hard problems and want to help design software that will make a difference in peoples lives, Skedulo is for you. Visit our website to learn more about what Skedulo does and to learn more about our people and team.

Description

The Technical Support Specialist is a highly technical, developer-focused role responsible for providing expert guidance and troubleshooting across the Skedulo Platform and product suite, ensuring smooth operations and optimal performance within our customers environments.

Responsibilities

• Investigate and resolve developer- and admin-related support cases through identifying, diagnosing, and resolving technical issues, often involving complex code and configurations
• Ensure high levels of customer satisfaction through empathetic, responsive, clear, and technically sound communication
• Demonstrate efficient work practices to ensure objectives and service level agreements (SLAs) are met while meeting the monthly goals on KPIs such as CSAT and Productivity
• Partner with more senior engineers to triage high-complexity cases and collaborate on solutions to ambiguous or novel technical issues
• Collaborate with Engineering, Product, Infrastructure and Customer Success Teams teams to troubleshoot code, propose fixes, and improve product supportability and debuggability
• Identify opportunities for product or service improvements and assist in driving supportability initiatives across the organization
• Leverage your expertise in programming, databases, and Web/API technologies to diagnose issues and identify root causes using advanced debugging techniques
• Mentor technical support staff, review support cases for accuracy, and promote best practices for issue resolution and customer communication
• You're proactive in identifying gaps in documentation, internal processes, or tooling and take initiative to suggest or implement improvements
• Opportunities to work on multiple development projects from product to customer success

Minimum Qualifications

• Bachelors or Masters degree in Computer Science or a related technical field
• 3 years of experience in a complex SaaS environment in a technical support, developer, or engineering role
• Strong proficiency with API integrations (REST/SOAP), web technologies (HTTP, JSON, XML), and databases (e.g., SOQL, MySQL)
• Solid understanding of front-end technologies, including JavaScript and HTML5
• Hands-on experience with debugging tools, log analysis (e.g., Splunk), and performance monitoring platforms (e.g., Datadog)
• Familiarity with SaaS customization and architecture principles, particularly within platforms such as Salesforce and AWS
• Excellent written, verbal, and interpersonal communication skills
• Strong collaboration and teamwork mindset

Desired Skills & Experience

• A proven ability to learn new products, develop technical knowledge and apply new skills in a high paced environment.

• Enjoys problem solving while learning, developing and applying new skills along the way.

• Salesforce platform experience: Apex, Visualforce, Lightning, or CRM customizations.
• Salesforce Certifications- Admin, App Builder, Platform Developer
• Working knowledge of JIRA, and Confluence, and Ticket Management Tools (e.g. Service Cloud, ZenDesk, ServiceNow, DevRev)

Additional Qualifications

• This position will require no more than 10% travel from time to time as set forth by the Company.
• Must be authorized to work without visa sponsorship to be considered for this position.
• Must have reliable internet connection and an at home workstation setup.

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position.

Equal Employment Opportunity

At Skedulo we believe that a diverse makeup of our workforce is a reflection of the communities we care about and serve. We are committed to creating a diverse workplace and inclusive culture. All qualified candidates are considered for employment regardless of race, color, ancestry, age, religion, gender identity, gender expression, sexual orientation, national origin, veteran status, marital status, mental or physical disability, or any other characteristic protected by applicable law.

If you require assistance or accommodation due to a disability, please contact us at peopleops@skedulo.com.

Benefits

Global Offerings

• Competitive Salary Package
• New Hire Stock Options
• Employee Referral Bonus Program
• 3 Paid Volunteer Days per year
• 100% employer paid subscription to Modern Health (includes 6 coaching & 6 therapy session per year)
• A generous budget to spend on setting up your home office or WFH station
• 100% employer paid access to Udemy (Learning & Development)
• Paid Parental Leave for both carers (12 weeks)

United States Specific Offerings

• Competitive Healthcare Benefits (Dental, Vision, Medical)
• Voluntary STD and Life Insurance Plans
• 401k - 4% Company Match
• 7 paid sick leave days per year

• 20 paid personal leave days per year
• 10 paid public holiday days per year