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AbsenceSoft Logo AbsenceSoft · IT - Software Development

Customer Support Specialist

United States 57000.00 - 71314.00 USD / Year · Job Posted June 09, 2026
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Job Description

We're looking for a Customer Support Specialist to join our Customer Support team as an advanced individual contributor. In this role, you'll manage complex cases, drive escalations to resolution, and serve as a subject matter expert on the AbsenceSoft platform. You'll work closely with our Product, Engineering, and Customer Success teams to address high-impact issues while contributing to continuous improvements in customer experience, processes, and support resources.

Job Responsibility

  • Resolve complex, time-intensive customer issues that require deep product knowledge, advanced troubleshooting, and multi-step investigation across interconnected system components
  • Validate and reproduce suspected product defects escalated from Tier 1, conducting thorough testing to identify root causes, conditions, and scope of impact
  • Collaborate with Product and Engineering teams to document defects with clear reproduction steps, supporting evidence, and business impact analysis
  • Utilize support tools — including Sumo logs and DataDog — to diagnose system issues, analyze performance, and conduct technical investigation
  • Serve as an escalation resource for Tier 1 analysts on complex application issues, providing guidance on advanced troubleshooting and product functionality
  • Document comprehensive application solutions and complex workflows, contributing to knowledge base content that elevates overall team capabilities
  • Build deep expertise in assigned product domains, staying current on the product roadmap, known issues, and complex configuration scenarios
  • Participate in maintaining company security controls and compliance standards within your role

Requirements

  • Bachelor's degree in Business, Communications, Technology, or a related field — or equivalent experience
  • 2–4 years of experience in customer support, SaaS application support, or client-facing roles
  • Proven expertise with support tools and case management systems (e.g., Zendesk, Salesforce Service Cloud)
  • Demonstrated ability to resolve highly complex customer issues with minimal supervision
  • Strong communication skills, with the ability to explain technical solutions clearly to varied audiences
  • Ability to professionally navigate customer frustration and de-escalate challenging interactions

Nice to have

  • Experience in HR technology, leave management, or compliance-driven SaaS is a plus
  • Familiarity with API troubleshooting, integrations, and advanced data workflows is a plus
  • Experience with Datadog, Sumo, or similar diagnostic tools is a plus
  • A customer-first mindset — proactive, solution-oriented, collaborative, and comfortable mentoring peers in a fast-paced, scaling environment

What we offer

  • Impact that matters
  • Flexibility and trust. We’re remote-first and results driven
  • Growth and development
  • Competitive rewards: comprehensive benefits, a performance-based bonus program, and equity opportunities
  • Time for life: flexible time off, paid holidays, and flexible leave programs
  • Belonging and balance
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