FormAssembly is a data collection platform that helps organizations collect, use, and be good stewards of the personal data entrusted to them. Higher Ed institutions, nonprofits, healthcare systems, FinServ companies, and government agencies use FormAssembly to build secure web forms, automate workflows, and connect data directly into the systems they already run on — Salesforce chief among them.That means the problems arriving in Support are rarely simple. A form that will not submit might be a styling conflict, a conditional logic error, a Salesforce field mapping problem, or an authentication failure three layers down. Figuring out which is the job.About the roleAs a Senior Technical Support Specialist, you handle the technically demanding end of the customer queue and help the people around you get better at doing the same.You will spend most of your time solving customer problems over email and chat — the tricky ones, where the answer is not in an article, and the cause is not obvious. You will read browser console errors, inspect form configurations, trace Salesforce integration failures, and reproduce issues before you escalate them. When something does need to go to Tier 2 or Engineering, you scope it well enough that nobody has to start over.The rest of your time goes to raising the team's ceiling: mentoring newer Specialists, contributing to documentation and troubleshooting guides, watching the queues for trends worth flagging, and helping new hires get oriented.This is a senior individual contributor role. You will not manage anyone. You will influence a lot.What you'll doResolve customer issues over email and chat, focusing on the technically complex end of the queueDiagnose problems across web forms, conditional logic, styling, and integrations rather than matching symptoms to articlesTroubleshoot Salesforce integration issues — field mappings, error messages, object relationships, connector configurationReproduce issues and scope them clearly before escalating to Tier 2 or EngineeringMonitor queues and Slack for trending problems and release-related issues, and escalate patterns earlyAnswer teammates' questions in Slack and act as a go-to resource for Specialists working through hard casesMentor newer team members, including through the Support Buddy program for new hiresWrite and improve internal documentation, troubleshooting guides, and process notesContribute to weekly case reviews and help raise case quality across the teamAssist with form moderation and bad-actor reviewShare customer feedback and product friction with Support leadership, Product, and EngineeringHow you'll spend your time70% in the queue, resolving customer cases against team goals20% on team development — mentoring, continuing education, training new hires, and documentation10% in meetings — team, department, and a standing 1:1 with your managerAbout youYou like puzzles and were born to troubleshoot. A problem nobody has seen before is the good part of your day, not the bad part.You are genuinely kind to customYers who are frustrated, confused, or under deadline pressure.You translate complex technical detail into plain language without talking down to anyone.You write clearly. Most of your work will be read, not spoken.You are comfortable saying "I do not know yet, here is how I will find out."You enjoy helping teammates get better, and you are patient with people who are earlier in their learning than you are.You work well independently and know when to pull someone in rather than spinning.You notice patterns. When the same issue arrives for the third time, you want to fix the cause, not just the case.Requirements2+ years in a technical, customer-facing support role, with demonstrated experience troubleshooting beyond documented proceduresStrong written communication — clear, warm, and technically accurateExperience diagnosing issues in a web-based SaaS productSalesforce experience as a power user or administratorComfortable working remotely with reliable and secure internet accessTechnical skills — requiredHTML — reading and interpreting form structure, embedded forms, iFrame publishingCSS — diagnosing styling conflicts and selector specificity issuesJavaScript — reading errors and understanding form logic and dynamic behavior; you do not need to write applications from scratchBrowser developer console — independent error diagnosis and DOM inspectionSalesforce — field mappings, error interpretation, object relationships, connector configurationTicketing systems — clear bug reports with reproduction steps and severity assessmentNice to haveSalesforce Administrator certificationREST API literacy, or experience with Postman or similar toolsFamiliarity with DNS, SSL, or email deliverability troubleshootingExperience supporting customers in regulated industries — healthcare, Higher Ed, government, or FinServChat support experience alongside emailSalary range: $62,000 - $65,000Must be in the United StatesBenefitsFormAssembly 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 more
about it here. Some of our benefits include:Health benefits (health, dental, vision) for Team Members based in the United StatesMental Health benefits with SpringHealth401(k) with 4% company matchUnlimited 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 holidaysFlexible work schedule; work from anywhere!Generous Paid parental leave (up to 16 weeks)Charitable contribution matchBudget for professional developmentCompany provided Mac laptopYou'll be joining a talented and fun team, working together to build something great!
5 days ago