Technical Support Specialist

Intercom
Chicago
Workplace: HybridFull timeUSD 62,000 - 74,000 annuallyFunction: IT Support & HelpdeskExperience: 3-4 yearsSkills: ["Communication","Problem-solving","Customer focus","Curiosity","Collaboration"]

Technical Support Specialist at Intercom provides expert, autonomous support for complex product features, leveraging AI tools and API knowledge to resolve customer inquiries, escalate when needed, and collaborate with product teams to drive product improvements. You will own customer communications from initial contact to resolution, build tools to increase efficiency, and help shape the future of Intercom’s AI-powered support ecosystem in a fast-paced, learning-driven environment.

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Intercom
Intercom
10 months ago

Technical Support Specialist

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Last checked: 28 minutes agoStatus: Live

Job Summary

Technical Support Specialist at Intercom provides expert, autonomous support for complex product features, leveraging AI tools and API knowledge to resolve customer inquiries, escalate when needed, and collaborate with product teams to drive product improvements. You will own customer communications from initial contact to resolution, build tools to increase efficiency, and help shape the future of Intercom’s AI-powered support ecosystem in a fast-paced, learning-driven environment.
Location: Chicago
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Communicate efficiently with customers, handling outbound calls as part of the offering and owning customer communications from initial contact to resolution.
  • •Become an encyclopaedia of knowledge about how Intercom works and what it is capable of, ensuring customers have a great product experience and driving reliability and speed improvements.
  • •Collaborate with product teams to identify issues, synthesize customer feedback, and offer informed opinions on potential solutions.
  • •Debug complex issues with understanding of Intercom’s codebase and customer technologies to resolve high-detail inquiries.
  • •Build tools and processes to increase team efficiency and effectiveness, influencing product direction through regular customer and cross-functional interactions.

Pay and Benefits

Salary: USD 62,000 - 74,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kEquityRsusRemote Work

Key Requirements

  • •3-4+ years of technical support experience, ideally within a software/SaaS environment.
  • •A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Intercom’s REST API.
  • •Strong customer focus and communication skills (ability to question, clarify, empathize, use appropriate tone and language).
  • •Ability to troubleshoot and utilize resources to answer questions on baseline topics and take on action feedback with high quality.
  • •Experience using AI tools to troubleshoot customer issues and a passion for AI-enabled support.
Experience:3-4 yearsSaaSSoftware
Skills:CommunicationProblem-solvingCustomer focusCuriosityCollaboration
Languages:English
Tech Stack:SlackChromeCodaREST APIAI tools

Company Brief

Intercom
Provides a customer messaging platform combining chat, bots, and product tours to help businesses convert, engage, and support customers across their lifecycle. Integrates with CRM and workflow tools for personalized in-app and email communication.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn