Customer Support Specialist

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.

WHAT YOU'LL DO

• 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.

WHAT YOU'LL BRING

• 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.
• 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.

Why join us

At AbsenceSoft, we LEAD with our values:

Lead with Innovation - We create meaningful change through intelligence, focus and passion.  We embrace curiosity, data, and insight to shape the future of our industry. Always innovating, learning and evolving.

Elevate Every Voice - Every perspective matters. We listen, learn, and build a culture where diversity of thought and experience drives better solutions and smarter decisions. 

Achieve Together - The customer fuels everything we do. We share knowledge, collaborate, celebrate wins, and face challenges as one team because success is always a collective achievement.

Drive Outcome - Every action we take delivers measurable value to our teams, our customers, and the employees they support. Accountability is non-negotiable. We honor our commitments, take responsibility for results, and see every success and setback as a chance to grow stronger.

We offer:

• Impact that matters. You’ll do work that shapes the future of the modern workplace
• Flexibility and trust. We’re remote-first and results driven. You’ll have the freedom and flexibility to do your best work, wherever you do it best.
• Growth and development. We believe the best work happens when people are growing. You’ll have access to learning resources, leadership programs, and real opportunities to take on new challenges and expand your impact.  
• Competitive rewards. We offer comprehensive benefits, a performance-based bonus program, and equity opportunities – because when we grow, you should too.
• Time for life. Recharge and reconnect with flexible time off, paid holidays, and flexible leave programs designed to support every season of life.
• Belonging and balance. We’re building an inclusive culture where every voice is valued, collaboration is celebrated, and success is shared.

We’re committed to building a team as diverse as the customers we serve. If your experience doesn’t align perfectly with every qualification, we still encourage you to apply you might be exactly what we’re looking for. If this sounds like a fit, apply today, we’d love to meet you!

Final compensation is determined based on a candidate's relevant experience, skills, education, and geographic location. This position is also eligible for annual bonus.