The Technical Support Specialist is an experienced second-level technical resource who owns complex customer escalations and serves as a key liaison between Support and our Development, QA, and Product teams. This person works directly with LeanData and Salesforce configuration and APIs to diagnose issues across our product suite, including Orchestration, Scheduling, and Journeys; partners with Engineering and QA on reproducible bug reports, and translates customer-reported symptoms into clear technical detail. As LeanData’s AI-forward product line grows, this role will build familiarity with AI-feature troubleshooting alongside Engineering.
This role reports to the Manager of Technical Support.
What You’ll Do
· Own and resolve complex technical escalations, including issues that require deep product, log, and environment analysis.
· Reproduce customer-reported defects, isolate root cause, and drive issues to resolution or to a formal engineering handoff.
· Serve as a technical resource and mentor for Level 1 support staff.
· Build customer trust by translating complex product issues into clear, business-relevant guidance that supports successful outcomes.
· Troubleshoot customer API integrations (REST, webhooks, authentication, payloads, rate limits, error handling).
· Configure and troubleshoot AI-powered product features, escalating unresolved or ambiguous model-behavior issues to Engineering.
· Read and debug code to reproduce issues, and build simple test scripts to speed up diagnosis.
· Review logs, queries, and configurations to pinpoint failures.
· File clear, reproducible bug reports, partner with Development on root cause, and support QA in validating fixes for cases you have worked.
· Surface recurring customer pain points to Product and management.
· Document root causes, workarounds, and solutions as new or updated knowledge base articles.
What You’ll Bring
· 2–5 years of relevant work experience in tier-2 technical support.
· Hands-on Salesforce experience (Apex jobs, SOQL, common platform errors and governor limits).
· Proficiency with Salesforce reporting.
· Solid analytical and troubleshooting skills across logs, databases, and integrations.
· Strong written and verbal communication, with the ability to translate technical detail for non-technical audiences.
· Experience partnering with Development, QA, or Product - filing reproducible bugs and validating fixes.
· Ability to understand and deconstruct technical products and platforms.
· Creative, resourceful, detail-oriented, and highly organized.
· Comfort working with shifting priorities and tight timelines in a growth-stage environment.
· Bachelor’s degree from a reputable university
Bonus Points For
· Familiarity with reporting or BI tools beyond Salesforce.
· Knowledge of GTM strategies (outbound, inbound, account-based, and similar).
· Exposure to troubleshooting AI- or ML-powered product features.