Technical Support Specialist

Intercom
Sydney
Workplace: HybridFull timeFunction: IT Support & HelpdeskExperience: 3+ yearsSkills: ["Autonomy","Curiosity","Strong communication","Problem-solving","Feedback management"]

Own complex customer issues end-to-end, serving as an escalation point for the most nuanced investigations. Use Intercom and AI tools to communicate effectively, resolve cases, and debug problems with an understanding of the Intercom codebase and customer technologies. Partner with product teams by synthesizing customer feedback and proposing informed solutions, while building tools and process improvements to raise support quality and efficiency.

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FursaFursa
Intercom
Intercom
3 days ago

Technical Support Specialist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Own complex customer issues end-to-end, serving as an escalation point for the most nuanced investigations. Use Intercom and AI tools to communicate effectively, resolve cases, and debug problems with an understanding of the Intercom codebase and customer technologies. Partner with product teams by synthesizing customer feedback and proposing informed solutions, while building tools and process improvements to raise support quality and efficiency.
Location: Sydney
Workplace: Hybrid
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Communicate efficiently with customers and own issues from initial contact through resolution.
  • •Serve as a point of escalation for complex technical queries and tricky investigations.
  • •Build deep knowledge of how Intercom works and what it can do for customers.
  • •Collaborate with product teams by identifying issues, synthesizing customer feedback, and sharing informed opinions on potential solutions.
  • •Debug complex issues and build tools that increase team efficiency and effectiveness.

Key Requirements

  • •3-4+ years of technical support experience, ideally in a software/SaaS environment.
  • •Solid understanding of tech fundamentals and modern tools (e.g., Slack, Chrome, Coda).
  • •Basic understanding of APIs and webhooks, including navigating developer documentation for Intercom’s REST API.
  • •Strong customer focus and communication skills, including questioning, clarifying, empathizing, and using appropriate tone.
  • •Strong problem-solving skills and ability to troubleshoot using available resources; experience working with KPIs/metrics/quotas.
Experience:3+ yearsSoftwareSaaSCustomer support
Skills:AutonomyCuriosityStrong communicationProblem-solvingFeedback management
Languages:English
Tech Stack:IntercomSlackChromeCodaAPIsWebhooksREST APIChatGPTGeminiGlean

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