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Yello

Technical Support Specialist

Yello
Remote Remote $65k - $85k/yr Full time Posted 4d ago
Api Integration Application Support Customer Support Data Integration Incident Management Information Technology (IT) Production Escalations Production Support Single Sign On Specialist Technical Support Xml Feeds
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Job Description

Yello is hiring a Technical Support Specialist to join its Customer Support team in a remote role. This position focuses on independently owning escalated production and integration issues, performing root cause analysis, and partnering with Engineering to drive fixes and improve how support teams handle complex technical problems.

What you’ll do

  • Independently manage assigned issues within the Production Support Queue
  • Own assigned escalations within the Integration Support Queue, including troubleshooting and resolution
  • Keep issues moving with timely updates, prioritization, and clear documentation
  • Investigate escalated issues to determine root cause for assigned problems
  • Identify and communicate workarounds and recommended next steps
  • Troubleshoot integrations, including:
    • Address Book integrations
    • Single Sign-On (SSO)
    • XML Feeds
    • USA Jobs
    • Assessment platforms
    • LinkedIn integrations
  • Partner directly with Engineering during bug investigations and technical issue resolution
  • Provide clear reproduction steps, impact analysis, and supporting data
  • Track issues through resolution and communicate updates to stakeholders
  • Participate in incident response, including investigation and communication
  • Help ensure timely and accurate updates during incidents
  • Support Senior Technical Support Specialist with release notes for bug fixes, ensuring clarity and alignment with customer impact
  • Translate technical changes into clear, customer-facing language
  • Share resolved issue updates with internal teams and provide guidance to other Support and Success team members
  • Identify recurring issues and suggest process or documentation improvements
  • Contribute to the knowledge base and troubleshooting resources

What you bring

  • 3–5 years of experience in technical support, production support, or SaaS environments
  • Experience troubleshooting integrations and APIs, including SSO or third-party systems
  • Strong analytical and problem-solving skills
  • Ability to work independently on complex issues
  • Strong communication skills across technical and non-technical audiences

Technologies

  • APIs
  • Single Sign-On (SSO)
  • XML Feeds

Compensation and location

  • Base compensation: USD 65,000–85,000 per year
  • Location: Remote
  • Preference is given to those commuting distance from the Chicago headquarters; remote candidates may be based in: AZ, CA, CO, FL, GA, IL, IN, KS, MI, NC, NJ, NV, NY, OK, PA, TN, TX, VA, WI, WA

Additional information

  • Yello is an Equal Opportunity Employer and considers applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status
  • Must be authorized to work in the United States; no visa sponsorship is offered for this role
  • Must be able to sit or stand for continuous periods of time
  • Yello may assign or reassign responsibilities and requirements as needed

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