Technical Support Specialist (US - Remote)

Mission – Why we exist, what we do, and why we need you

SpotMe is a premier B2B event platform that enhances event impact by delivering CRM-connected, high-quality experiences across in-person, virtual, and hybrid formats. Our product, Onomi, specifically targets life sciences, enabling medical and commercial teams to run impactful congresses, symposia, advisory boards, and webinars. Together, SpotMe and Onomi transform events into a company’s most effective engagement channel. We need a Technical Support Specialist who will act as the first line of defense and delight for our customers, becoming the face of SpotMe/Onomi and a trusted expert who solves real problems and guides customers with confidence.

About the Role

The Technical Support Specialist role blends technical problem-solving, fast decision-making, and empathetic communication. You will investigate complex issues, reproduce scenarios in real-time, craft creative workarounds, and collaborate closely with Engineering to maintain the highest product experience standards. Customer support is a competitive advantage and a core pillar of SpotMe's value.

Objectives - The problems you will solve

In your first month:

• Complete onboarding through structured training and hands-on shadowing across Support, Engineering, and Operations teams.
• Build strong working relationships within Support, Engineering, and Operations teams.
• Become fluent in support workflows, tooling, and troubleshooting frameworks.
• Successfully manage 200+ real customer conversations across live chat and ticketing.
• Demonstrate clear, concise, and confident customer communication.
• Independently manage 10+ live issues per day with precision and professionalism.

In your first 3 months:

• Manage high-volume real-time chats (avg. 18/day), maintaining a first response < 30 seconds.
• Meet and exceed satisfaction targets (>93% CSAT).
• Analyze and reproduce product issues with strong technical reasoning.
• Apply authentication and security basics, including MFA and SSO troubleshooting.
• Join the on-call rotation to support critical live customer needs.
• Be known for staying calm under pressure while juggling multiple live issues to successful completion.

In your first 6 months:

• Become a recognized frontline product expert and escalation authority.
• Consistently exceed CSAT (>95%) while handling 25+ chats per day.
• Resolve increasingly complex issues without escalation.
• Proactively contribute improvements to documentation, tooling, and workflows.
• Serve as a bridge between customers and Engineering, ensuring issues are precisely documented and their business impact understood.
• Elevate support quality and influence product evolution with insights from frontline expertise.

What you need to be great at

• Rapid analytical and logical troubleshooting skills: Isolating root causes under time pressure.
• Multitasking mastery: Balancing multiple real-time chats without sacrificing accuracy or tone.
• Technical curiosity: Eager to learn platform mechanics and optimize customer usage.
• Empathy and clarity in communication: Even when delivering difficult answers.
• Resilience and ownership: Taking initiative, especially during critical live issues.
• Cross-team collaboration: Working hand-in-hand with Engineering to fix what matters most.
• Energized by challenges, bringing structure to chaos, and transforming stressful moments into opportunities for success.

What we are most curious about

• Tell us about a high-urgency issue you solved in real time. How did you find the root cause while keeping the client calm?
• When you don’t know the answer, what’s your first move? How do you quickly understand and explain a new technical issue?
• Share an example where your communication kept a situation from escalating. What did you do to maintain customer confidence?
• Describe a time when a fix wasn’t available. What workaround did you create to keep the customer moving?
• Tell us how you handled multiple simultaneous requests. How did you decide what to prioritize while keeping quality high?