Technical Support Specialist

Takt is hiring a Technical Support Specialist to support live warehouse intelligence shifts, troubleshoot customer issues, and escalate actionable bugs to Engineering.

Responsibilities

• Handle the support queue with triage, prioritization by floor impact, and responses within defined response targets.
• Troubleshoot reported issues by reproducing them, reviewing logs, and pulling relevant data.
• Create Engineering-ready tickets with enough context for the team to act.
• Provide ongoing customer updates until resolution, and close the loop when fixes ship.
• Write and maintain help articles and troubleshooting runbooks.
• Identify where AI answers miss the mark, focusing on gaps in underlying content.
• Spot recurring problems and share examples with Customer Success, Product, and Engineering.

Requirements

• Experience supporting a SaaS product: working tickets, troubleshooting user issues, and writing to customers.
• Background managing a support queue: prioritizing under volume, meeting response targets, and escalating appropriately.
• Comfort with technical tools, including reading logs, using data, and learning a product quickly.
• Basic SQL is a plus.
• Clear writing for both customers (plain language, no jargon) and engineers (no loss of detail).
• Composure with customers who are frustrated or having a bad day.
• Care with customer data: use the minimum access required and handle operational data as if it were your own.
• Willingness to work scheduled shifts (including some early mornings, evenings, or weekends) and join an on-call rotation.

Technology

• SQL
• Pylon
• Intercom
• Zendesk
• Python
• JavaScript

Shifts and On-Call

• Scheduled shifts that overlap customer operating hours.
• Some schedules include early mornings, evenings, or weekends and are set in advance.
• On-call rotation for high-priority issues (for example, outages or problems that stop work on a customer’s floor), with engineering on-call as backup for changes requiring code or infrastructure updates.

How Takt Works

• AI is used throughout the company, including for researching issues, drafting responses and documentation, and querying data.
• AI responses require review: you are responsible for what reaches customers.

Benefits

• Health, dental, and vision insurance.
• 401(k) with employer match.
• Unlimited PTO.
• Monthly AI tools budget.

Compensation

• Base salary range: $70,000 - $90,000 per year (depending on experience).
• Compensation range: $70K - $90K.

Interview Process

• Two virtual screens over Google Meet.
• An onsite interview in the Reston office with five interviews.
• Kept informed at every step.

Location

• Hybrid role based in Reston, VA, near the Wiehle-Reston East Metro station on the Silver Line.
• In-office most of the week with some remote days.
• Not fully remote: candidates should be local to the Washington, D.C. area.
• Visa sponsorship is not available for this position.

Nice to Have

• Experience in retail, hospitality, or other high-volume, customer-facing roles.
• 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, and physical operations.

Our Commitment

• Promotes a diverse and inclusive workplace.
• Equal opportunity employer.
• Reasonable accommodations available for individuals with disabilities to participate in the interview process and perform essential job functions.