Senior Technical Specialist

FormAssembly
United States
Workplace: RemoteFull timeUSD 62,000 - 65,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 2+ yearsSkills: ["Communication","Mentoring","Independent problem-solving","Pattern recognition","Customer empathy"]

Handle the most technically complex end of the customer support queue for a data collection platform used by higher ed, nonprofits, healthcare, FinServ, and government. Troubleshoot web forms (submission issues, conditional logic, styling) and Salesforce integrations (field mappings, errors, object relationships, connector configuration). Reproduce and scope issues before escalation, mentor teammates, monitor trends, and improve documentation and case quality.

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FormAssembly
FormAssembly
1 week ago

Senior Technical Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Handle the most technically complex end of the customer support queue for a data collection platform used by higher ed, nonprofits, healthcare, FinServ, and government. Troubleshoot web forms (submission issues, conditional logic, styling) and Salesforce integrations (field mappings, errors, object relationships, connector configuration). Reproduce and scope issues before escalation, mentor teammates, monitor trends, and improve documentation and case quality.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Resolve technically complex customer issues over email and chat, focusing on problems not covered in articles.
  • •Diagnose web form issues (submission, conditional logic, styling) and troubleshoot Salesforce integration failures.
  • •Reproduce issues and scope them clearly before escalating to Tier 2 or Engineering.
  • •Monitor queues and Slack for trending and release-related issues and escalate patterns early.
  • •Mentor Specialists, improve internal documentation and troubleshooting guides, and participate in weekly case reviews.

Pay and Benefits

Salary: USD 62,000 - 65,000 annually
Perks:Health InsuranceDentalVision401kPaid LeaveParental LeaveLearning Budget

Key Requirements

  • •2+ years in a technical, customer-facing support role troubleshooting beyond documented procedures.
  • •Strong written communication that is clear, warm, and technically accurate.
  • •Experience diagnosing issues in a web-based SaaS product.
  • •Power user/admin experience with Salesforce.
  • •Comfort working remotely with reliable, secure internet access.
Experience:2+ yearsSaaS
Skills:CommunicationMentoringIndependent problem-solvingPattern recognitionCustomer empathy
Certifications:Salesforce Administrator certification
Tech Stack:SalesforceHTMLCSSJavaScriptREST APIPostmanBrowser developer consoleDOM inspectionTicketing systems

Company Brief

FormAssembly
Provides a secure, enterprise-grade online form and data collection platform that integrates with CRMs and business systems to automate workflows, manage compliance, and collect complex data for organizations.
Industry: Enterprise Software
Company Size: Medium (51 to 250 employees)
Growth: Established Company
Funding: Bootstrapped
Headquarters: Ann Arbor, United States
Founded: 2006
WebsiteLinkedIn