Production Escalations Support Jobs

1 job found

1d ago

Technical Support Specialist

Yello Remote 🌍 Remote

Remote

1d ago

$65k - $85k/yr Full time Api Integration Application Support Customer Support

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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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