Technical Support Specialist
Technical Support Specialist
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1 Vacancy
Job Description
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin the most advanced customer service AI agent on the market lets businesses deliver always-on impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30000 global businesses Intercom is setting the new standard for customer service. Driven by our core values we push boundaries build with speed and intensity and consistently deliver incredible value to our customers.
Whats the opportunity
Were looking for an experienced curious and collaborative Technical Support Specialist (TSS) who can hit the ground running with minimal direction and help shape the future of our Support organization.
This is not your typical support role. As a Technical Support Specialist youll own complex technical queries act as a trusted advisor to both customers and internal teams and help drive improvements in product processes and peer development. Youll be a change agent on the team solving high-impact problems supporting cross-functional partners and driving high-impact AI-informed solutions.
If youre the kind of person who thrives in fast-paced environments loves solving puzzles and youre sharing feedback spotting gaps and constantly looking for better ways to serve our customers this is the role for you!
Why Join Us
This role is a chance to deepen your technical skills expand your influence and help shape a fast-moving team thats redefining what great support looks like. You wont just be answering tickets youll be helping build the future of how we support customers.
What will I be doing
Customer-Facing Work & Team Collaboration
- Experience in chat email and/or video-based customer support.
- Display strong communication skillsable to break down complex topics for non-technical users.
- Provide a consultative approach to customer interactions proactively identifying ways to help users succeed.
- Ability to support 60-70 customers per week providing efficient and meaningful support.
- Take ownership of complex customer questions across our suite of products from first contact to final resolution.
- Confidently diagnose reproduce and troubleshoot technical issues (APIs webhooks SDKs and more).
- Navigate ambiguity using structured thinking creativity and a strong product mindset.
- Act as a mentor providing feedback initiating upskilling and modeling best practices.
- Coach peers through tough tickets while flagging trends that impact Support.
- Share insights and improvements to help evolve how our team supports customers and collaborates internally.
What skills do I need
- Technical Support Experience. Youve spent 35 years in customer support with 12 years in SaaS B2B or complex product environments. You know what good support looks like and what it takes to deliver it.
- Technically Fluent. Youre confident in navigating APIs debugging workflows and digging into systems to get to the root of an issue.
- A Confident Communicator. You explain technical topics in simple human language and can shift tone based on the situation.
- Self-Directed. You plan your workload based on urgency and impact. You dont wait for someone to assign you tasks you find the work that matters and do it.
- Curious AI-Passionate. Youre excited about the role AI plays in customer support and you stay informed on new tools features and workflows (specifically our AI Agent Fin).
- A Team Player & Coach. You uplift others through mentorship thoughtful feedback and by modeling the behaviors that make a high-performing team.
Bonus skills & attributes
Bonus points if you have:
- Experience using Intercom or similar SaaS platforms.
- Comfort with tools like GitHub logging platforms or browser dev tools.
- Experience writing or maintaining self-serve documentation macros or AI prompts.
- A passion for teaching mentoring or leveling up others in your team.
- Previous experience in a fast-growing startup environment.
Youll Thrive Here If You:
- Are passionate about leveraging AI to enhance support experiences and drive team performance.
- See support as an exciting opportunity to solve daily customer related puzzles.
- Like finding ways to work smarter not just harder.
- Are hungry to learn iterate and help build something great.
- Are excited by ownership accountability and feedbackyou dont just do the work you shape how its done and are ok with sharing both constructive feedback & kudos about it.
Benefits
We are a well-treated bunch with awesome benefits! If theres something important to you thats not on this list talk to us!
- Competitive salary and meaningful equity.
- Comprehensive medical dental and vision coverage.
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy.
- Paid Parental Leave Program.
- 401k plan & match.
- In-office bicycle storage.
- Fun events for Intercomrades friends and family!
*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the Greater Chicago Area is 62000 - 74000. Actual base pay will depend on a variety of factors such as education skills experience location etc. The base pay range is subject to change and may be modified in the future. All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs).
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least two days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race color religion creed national origin ancestry sex gender age physical or mental disability veteran or military status genetic information sexual orientation gender identity gender expression marital status or any other legally recognized protected basis under federal state or local law.
Is this role not quite what youre looking for Join our Talent Community to stay connected with us.
Required Experience:
Unclear Seniority
Employment Type
Full Time
