Technical Support Specialist

About the Company

Our client is a fast-moving, remote-first SaaS startup based in the United States. Their platform helps individuals and businesses manage email routing and DNS settings with simplicity, speed, and reliability. Trusted by over 200,000 users, they combine technical excellence with user-centric design.

Operating with a lean and agile team, the company prioritizes efficiency, high-quality support, and continuous improvement across both customer-facing and internal systems.

About the Role

They're looking for a Technical Support Specialist who is both technically adept and an excellent communicator. In this role, you'll manage the support ticket queue, enhance user-facing guides, maintain internal documentation, and handle abuse-related issues to ensure platform health.

This position is ideal for someone with a background in IT, sysadmin work, who thrives in a self-directed, high-impact role.

Key Responsibilities:

• Manage the daily technical support queue.
• Write and continuously update public support documentation (using Webflow).
• Maintain and improve internal onboarding and troubleshooting guides (using Slab).
• Handle abuse reports:
  • Submit blacklist delisting requests.
  • Investigate and respond to abuse cases.
  • Ban users or IPs as needed.
• Identify areas of user or team friction and suggest improvements to systems or processes.

Required Qualifications:

• Prior experience as a sysadmin or in a comparable technical role.
• Solid understanding of DNS management (MX, SPF, DKIM, DMARC).
• Knowledge of SMTP, email headers, and email routing protocols.
• Excellent written and verbal communication skills in English.
• Must be able to work with overlap in US Eastern Time (EST) hours.

Preferred Qualifications (Nice to Have):

• Experience writing technical or customer-facing documentation.
• Familiarity with Google Workspace and Microsoft 365 administration.
• Familiarity with Stripe and internal admin tools.
• Basic knowledge of HTML and the ability to edit content via WYSIWYG editors.

Soft Skills The Client Values:

• Self-Starter Mentality: Able to work independently and solve problems without constant oversight.
• Strong Communicator: Clear, professional, and empathetic in customer-facing interactions.
• Efficient & Proactive: Able to prioritize tasks, work quickly, and look for ways to improve systems.
• Critical Thinker: Skilled in researching and resolving technical issues using available resources.

What Makes This Role Exciting:

• Meaningful Impact: Your work will directly improve customer satisfaction and internal efficiency.
• Professional Development: Exposure to DNS, email infrastructure, SaaS operations, and sysadmin responsibilities.
• Work-Life Balance: Manageable daily workload, flexible schedule, and no after-hours support required.
• High Autonomy: Freedom to take ownership and shape support workflows.
• Purpose-Driven Product: Join a company with a widely used, mission-driven tool trusted by thousands.
• Bootstrapped Small Company: This is a sustainably funded small company, there's no bureaucracy, and we get things done fast.