[Remote] Technical Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Zoo is building the next generation of hardware design tools, redefining how hardware products are designed and built. They are seeking a Technical Customer Support Specialist to assist users with Zoo Design Studio and Zookeeper, serving as the first point of contact for troubleshooting and product inquiries.
Responsibilities
- Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets
- Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features
- Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues
- Escalate complex technical issues while maintaining clear communication with customers
- Create and maintain support documentation, FAQs, tutorials, and knowledge base articles
- Identify common customer pain points and proactively recommend product improvements
- Assist customers with onboarding, account management, subscriptions, and licensing questions
- Monitor support metrics and help improve response times and customer satisfaction
- Act as the voice of the customer by providing structured feedback to Product and Engineering teams
Skills
- 2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role
- Experience supporting SaaS, developer tools, engineering software, or CAD products
- Exceptional written and verbal communication skills
- Strong problem-solving skills and attention to detail
- Ability to explain technical concepts in a clear and approachable way
- Comfortable learning new software and troubleshooting technical issues independently
- Highly organized with the ability to manage multiple customer conversations simultaneously
- Empathy for users and a passion for delivering excellent customer experiences
- Familiarity with mechanical design, manufacturing, 3D modeling, or engineering workflows
- Experience creating technical documentation, tutorials, or help center content
- Exposure to AI-powered products or technical software applications
Benefits
- Competitive equity
- A full benefits package which may vary by geography
Company Overview