Principal Technical Support Specialist

Description As a Principal Technical Support Specialist, you serve as a highly experienced individual contributor and technical leader within the Tier 1 team. You handle the most complex and high-impact customer issues, act as a key escalation point, and help drive the overall quality and effectiveness of support. You play a critical role in bridging Tier 1 and Tier 2, ensuring escalations are well-understood, properly scoped, and efficiently resolved. In addition to supporting customers, you elevate the team by mentoring peers, refining troubleshooting approaches, and contributing to process and knowledge improvements. You help foster a collaborative and high-performing team environment where continuous learning, accountability, and customer-first thinking are at the forefront. Overall Responsibilities: Spend a majority of your day resolving complex customer issues via email, chat, and other support channels Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues Provide real-time guidance and support to team members via Slack and case collaboration Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts Contribute to and help maintain internal documentation, troubleshooting guides, and support processes Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality Help ensure consistency and quality in customer interactions and technical resolutions Participate in initiatives that improve team efficiency, workflows, and customer experience Day to Day Responsibilities You’ll spend: 60% of your week in the queue handling customer cases, with a focus on complex and escalated issues 20% supporting team development – mentoring, assisting with escalations, and contributing to training efforts 10% working on process improvements, documentation, and cross-functional collaboration (Tier 2, Product, Engineering) 10% in meetings – team, department, cross-functional syncs, and 1:1 with manager Actively monitor queues and Slack to identify escalation needs, trends, and areas of risk Step in on challenging cases to guide resolution and ensure strong customer outcomes Assist in reviewing and improving case handling quality across the team Share insights and feedback on product issues, support gaps, and training opportunities Help disseminate knowledge across the team and ensure alignment on new processes or updates Partner with leadership to surface opportunities for improvement across support operations About You You have a high level of personal and work integrity You lead through influence and expertise, not authority You are deeply customer-focused and advocate for the best possible experience You are an expert problem solver who thrives on complex technical challenges You are a strong communicator, able to translate technical concepts clearly You proactively identify issues, patterns, and opportunities for improvement You enjoy mentoring others and helping elevate team performance You are highly adaptable and comfortable operating with autonomy You have a strong understanding of front-end web technologies and system behavior Requirements: 4–6+ years in a technical, customer-facing support role Strong experience handling escalated or complex technical issues Willingness to join customer facing phone calls to troubleshoot technical issues. Demonstrated ability to mentor and support peers without formal management responsibilities Advanced understanding of product functionality, integrations, and troubleshooting methodologies Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2) Remote employees are required to have reliable and secure internet access Proposed Core Technical Requirements HTML — Reading and interpreting form structure, iFrame publishing, embedded forms CSS — Diagnosing styling conflicts, selector specificity, theme-level issues JavaScript / jQuery — Reading JS errors, understanding form logic and dynamic behavior Browser Developer Console — Independent log review, DOM inspection, error diagnosis Salesforce — Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication Diagnostic Tools — New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing) Jira — Bug ticket creation, severity/priority assessment, known issue mapping Written Communication — Clear, technical-to-plain-language translation for email-based customer responses Nice-to-Have Salesforce Administrator Certification REST API literacy DNS / SSL fundamentals XML (form source reading) AI fluency/experience Salary Range: $65,000 - $70,000 FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more about it here . Some of our benefits include: Health benefits (health, dental, vision) for Team Members based in the United States Mental Health benefits with SpringHealth 401(k) with 4% company match Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees. 9 paid company holidays Flexible work schedule; work from anywhere! Generous Paid parental leave (up to 16 weeks) Charitable contribution match Budget for professional development Company provided Mac laptop You'll be joining a talented and fun team, working together to build something great!