Technical Support Specialist

Reston · Remotefull timeRemote

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$70k–$90k

H1B: no

Takt The Technical Support Specialist at Takt manages the support queue for warehouse intelligence software, troubleshooting customer issues and escalating bugs to Engineering. The role involves writing documentation and runbooks to improve AI support and collaborating closely with Customer Success and Engineering teams.

Responsibilities

We’re hiring a Technical Support Specialist. Our software runs live shifts in distribution centers. When something breaks, a supervisor is working around it on the floor in real time, and they need a fast, accurate answer. You’ll work the support queue, troubleshoot what customers run into, and escalate bugs to Engineering with the context they need to fix them.
AI handles the first pass on many questions. You handle the ones that need judgment or deeper investigation, and you turn what you learn into documentation and runbooks so the same question doesn’t need a person next time. You’ll work closely with Customer Success and Engineering every day.
Work the support queue: triage, prioritize by impact on the floor, and respond to customers within our response targets.
Troubleshoot issues by reproducing them, reading logs, and pulling data, then give Engineering a ticket they can act on.
Keep customers updated until their issue is resolved, and close the loop when a fix ships.
Write and update help articles and troubleshooting runbooks. Customers read them, and our AI support assistant answers from them.
Flag where AI answers fall short so we can fix the underlying content.
Spot recurring problems and bring them to Customer Success, Product, and Engineering with examples.
Shifts & On-Call
Our customers run warehouses around the clock, and support has to be available during their shifts.
You’ll work a scheduled shift that overlaps customer operating hours. Some schedules include early mornings, evenings, or weekends, and they’re set in advance.
You’ll be part of an on-call rotation for high-priority issues, such as an outage or a problem that stops work on a customer’s floor, with engineering on-call as backup for anything that needs a code or infrastructure change.

Qualification

Experience supporting a SaaS productExperience managing a support queueComfort with technical toolsClear writingCare with customer dataWilling to work scheduled shiftsExperience in retailCuriosity about logistics

Required

Experience supporting a SaaS product: working tickets, troubleshooting user issues, and writing to customers.
Experience managing a support queue: prioritizing under volume, meeting response targets, and knowing when to escalate.
Comfort with technical tools: reading logs, following data, and learning a product quickly. Basic SQL is a plus.
Clear writing. You can explain an issue to a customer without jargon and to an engineer without losing detail.
Composure with customers who are having a bad day. Their warehouse doesn’t stop while the issue is open.
Care with customer data. You use the minimum access needed and handle operational data as if it were your own.
Willing to work scheduled shifts, including some early mornings, evenings, or weekends, and to join an on-call rotation.

Preferred

Experience in retail, hospitality, or other high-volume, customer-facing work.
Experience with support platforms such as Pylon, Intercom, or Zendesk, including their AI features.
Scripting in Python or JavaScript for data gathering and troubleshooting.
Curiosity about logistics, warehousing, or how physical operations run.

Benefits

Dental
Vision
401(k)
PTO

Company

Takt

View company page

Source: ashby

Active within the past hour

Remote-friendly

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