Description

As a Principal Technical Support Specialist, you serve as a highly experienced individual contributor and technical leader within the Tier 1 team. You handle the most complex and high-impact customer issues, act as a key escalation point, and help drive the overall quality and effectiveness of support.

You play a critical role in bridging Tier 1 and Tier 2, ensuring escalations are well-understood, properly scoped, and efficiently resolved. In addition to supporting customers, you elevate the team by mentoring peers, refining troubleshooting approaches, and contributing to process and knowledge improvements.

You help foster a collaborative and high-performing team environment where continuous learning, accountability, and customer-first thinking are at the forefront.

Overall Responsibilities:

Spend a majority of your day resolving complex customer issues via email, chat, and other support channels
Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases
Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues
Provide real-time guidance and support to team members via Slack and case collaboration
Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts
Contribute to and help maintain internal documentation, troubleshooting guides, and support processes
Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality
Help ensure consistency and quality in customer interactions and technical resolutions
Participate in initiatives that improve team efficiency, workflows, and customer experience

Day to Day Responsibilities

You’ll spend:

60% of your week in the queue handling customer cases, with a focus on complex and escalated issues
20% supporting team development – mentoring, assisting with escalations, and contributing to training efforts
10% working on process improvements, documentation, and cross-functional collaboration (Tier 2, Product, Engineering)
10% in meetings – team, department, cross-functional syncs, and 1:1 with manager
Actively monitor queues and Slack to identify escalation needs, trends, and areas of risk
Step in on challenging cases to guide resolution and ensure strong customer outcomes
Assist in reviewing and improving case handling quality across the team
Share insights and feedback on product issues, support gaps, and training opportunities
Help disseminate knowledge across the team and ensure alignment on new processes or updates
Partner with leadership to surface opportunities for improvement across support operations

About You

You have a high level of personal and work integrity
You lead through influence and expertise, not authority
You are deeply customer-focused and advocate for the best possible experience
You are an expert problem solver who thrives on complex technical challenges
You are a strong communicator, able to translate technical concepts clearly
You proactively identify issues, patterns, and opportunities for improvement
You enjoy mentoring others and helping elevate team performance
You are highly adaptable and comfortable operating with autonomy
You have a strong understanding of front-end web technologies and system behavior

Requirements:

4–6+ years in a technical, customer-facing support role
Strong experience handling escalated or complex technical issues
Willingness to join customer facing phone calls to troubleshoot technical issues.
Demonstrated ability to mentor and support peers without formal management responsibilities
Advanced understanding of product functionality, integrations, and troubleshooting methodologies
Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2)
Remote employees are required to have reliable and secure internet access

Proposed Core Technical Requirements

HTML — Reading and interpreting form structure, iFrame publishing, embedded forms
CSS — Diagnosing styling conflicts, selector specificity, theme-level issues
JavaScript / jQuery — Reading JS errors, understanding form logic and dynamic behavior
Browser Developer Console — Independent log review, DOM inspection, error diagnosis
Salesforce — Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication
Diagnostic Tools — New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing)
Jira — Bug ticket creation, severity/priority assessment, known issue mapping
Written Communication — Clear, technical-to-plain-language translation for email-based customer responses

Nice-to-Have

Salesforce Administrator Certification
REST API literacy
DNS / SSL fundamentals
XML (form source reading)
AI fluency/experience

Salary Range: $65,000 - $70,000

FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read moreabout it here. Some of our benefits include:

Health benefits (health, dental, vision) for Team Members based in the United States
Mental Health benefits with SpringHealth
401(k) with 4% company match
Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.
9 paid company holidays
Flexible work schedule; work from anywhere!
Generous Paid parental leave (up to 16 weeks)
Charitable contribution match
Budget for professional development
Company provided Mac laptop

You'll be joining a talented and fun team, working together to build something great!

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