Technical Customer Support Specialist
Mentions AI tooling and vibe coding explicitly; expects use of ChatGPT/Claude/Cursor and AI-assisted scripts for productivity and automations.
About the Role
Vista Social is hiring a Technical Customer Support Specialist to own and resolve complex customer issues, troubleshoot technical workflows, and collaborate with product and engineering to improve the product and documentation. The role involves conducting 1:1 video sessions, identifying root causes and patterns across tickets, and using AI tooling and integrations to streamline support work.
Job Description
Role
Vista Social seeks an experienced Technical Customer Support Specialist to diagnose and resolve complex customer issues, document reproducible bugs, run technical investigations, and act as the voice of the customer across product and engineering teams. The role emphasizes deep problem solving, ownership, and improving both customer outcomes and the product.
Key Responsibilities
- Take full ownership of customer issues from first contact to resolution, ensuring customers leave with clear solutions.
- Troubleshoot complex technical problems by reproducing edge cases, investigating logs, isolating variables, and documenting findings.
- Identify and document product defects with reproducible steps and partner with engineering and product to resolve them.
- Conduct 1:1 video sessions with customers to troubleshoot, demonstrate workflows, and provide training.
- Recognize recurring issues and surface trends to reduce support load and improve product experience.
- Improve and maintain the knowledge base and help center content based on real customer questions.
- Collaborate cross-functionally to share customer insights and recommend product or documentation improvements.
- Adapt to multiple support channels (email, video, potential phone) and maintain professional customer interactions.
Requirements
- Experience in customer support within a SaaS or technical environment, handling complex product issues.
- Strong analytical problem-solving and critical thinking skills; able to diagnose root causes methodically.
- Technical troubleshooting experience: reproducing bugs, analyzing workflows, isolating variables, and documenting for engineering.
- Excellent written and verbal English; able to explain technical concepts clearly to non-technical customers.
- Comfortable conducting live video sessions and representing the company professionally.
- Systems thinking and pattern recognition across support cases; proactive about reducing recurring issues.
- Proven ability to work independently in a remote environment and take ownership of customer issues.
- Experience using AI tools (e.g., ChatGPT, Claude, Cursor) to improve productivity and troubleshooting workflows.
- Familiarity experimenting with APIs, integrations, automation tools (e.g., Zapier, Make), or lightweight scripting.
Nice to Have
- Experience designing or implementing AI-assisted workflows or automations for support efficiency.
- Familiarity with vibe coding / AI-assisted development tools (Cursor, Claude Code) for small scripts or internal tooling.
Benefits
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off (2 weeks PTO, plus 1 week paid personal holiday, paid sick leave)
- Company-provided laptop and necessary equipment
- Industry certification training & bonuses
- Professional development assistance and referral program
- Fully remote work environment
Compensation & Location
- Pay: $4,000.00 - $6,500.00 per month
- Work Location: Remote