Technical Support Specialist

About the role

Join Notability and shape the future of learning. We're building the next generation of tools designed not just to capture notes, but to fundamentally improve how people learn, think, and collaborate. Our app brings the natural expressiveness of paper into the digital age, empowering millions of students, educators, and professionals worldwide to organize their ideas, deepen their understanding, and achieve their goals. Our mission is simple: we help you learn.

As part of our team, you'll help create experiences driven by empathy, exceptional design, and the belief that great ideas can come from anywhere-including you. Come help us make learning better for everyone.

We're looking for a Technical Support Specialist to join the Notability Technical Support Team. You will work closely with our Notability users as true "frontline" specialists, focusing on being the first line of defense to the issues that are being most commonly reported. You will also work closely with the rest of our team internally by escalating certain issues, reporting on bugs, and collaborating to find solutions that best suit our users and their experience.

Your responsibilities

• Assist new and existing Notability users by explaining features, clarifying operating instructions, and providing troubleshooting support with our products.
• Diagnose technical issues and assist with requests via user-submitted tickets via Zendesk daily, following internal processes and procedures to find the best possible solution
• Track, follow up, and escalate issues as they arise - closing out issues within certain SLAs
• Meet and exceed specific success KPIs - productivity, CSAT, responsiveness, quality score, etc.
• Identify trends, report on specific issues/bugs, and communicate sentiments that will help the team prioritize to improve overall user experience
• Putting our users best interests first - what can we do to provide the best assistance possible now and in the future.

Requirements

• 2-3 years experience in a customer support, product support, or technical support role where handling quick incoming user issues via email, phone and/or live-chat was a prominent part of your daily responsibilities.
• Experience with support-focused CRMs is a must. Zendesk, Intercom/Fin experience preferred.
• Excellent written, verbal, and interpersonal communication skills - you'll be representing our brand as a member of the support team.
• Experience troubleshooting and providing technical support for iOS and Android devices/environments is a must.
• Driven by empathetic values - putting yourself in the shoes of our users, understanding their issues, and genuinely motivated to help.
• Comfortable learning, understanding and communicating the technical aspects of applications/software - troubleshooting, debugging, reproducing issues, etc.
• Experience with GitHub, Jira, Confluence, and other similar software/products.
• Experience (and comfortable) with working towards and achieving measured CS success metrics - tickets per day, average CSAT, response to resolution ratio, average quality score, and more.
• Motivated by feedback, and by the opportunity to improve in your role, in the work, and in how you work together as a team.

Pay and benefits

For this position we are targeting a base pay between $55,000-$75,000. Actual compensation offered will be determined by factors such as job-related knowledge, skills, and experience.

This role follows a hybrid model, with a minimum of two days onsite at our downtown San Francisco office and flexibility to work remotely from home the rest of the week.

How We Work

Each member of our team contributes to all parts of our products. We trust each other to make decisions independently while also considering our common goals and values. We share ideas openly, and we collaborate across disciplines to ensure that our decisions make sense from all perspectives.

When We Work

We actively promote work-life balance. Our schedules are flexible, our hybrid policy supports remote work when it makes sense, and we have a "as long as you get your work done" approach to time off.

Why You'd Love Working Here

We work in downtown SF near Market Street, just a short walk from two BART/Muni stations. Our office has height-adjustable desks to help us stay limber, spacious conference rooms for both small and large team meetings, and a well-stocked kitchen full of goodies to enjoy:). Our team is growing, collaborative and down to earth. We want everyone to do their best work and find passion in what they do.

Benefits

• Competitive compensation that includes base salary, bonuses and profit sharing
• Equity Awards in the form of Stock Options
• Comprehensive healthcare fully covered for you and your family including medical, dental, and vision
• Flexible work and vacation schedules
• 401k with matching contributions
• Matching gifts to nonprofits
• Lunch Stipend (When Working from HQ)
• Public transit stipend
• Home workstation reimbursement
• ISP stipend
• Monthly phone bill stipend