The Role: The Sr. Technical Support Specialist (TS3) is the most senior individual-contributor role on the Technical Support team, serving as the subject matter expert for the Support organization across escalations, integrations, product knowledge, and Jira-based issue resolution. This person handles the most complex TS1 and TS2 escalations, owns sandbox creation and support for customers and partners, and acts as a force multiplier for the team - backing up the Support Manager, mentoring TS1 and TS2 staff, and serving as the primary technical bridge between Support and Product/Engineering.
This is a remote role, based in the U.S.What You'll Do: Escalation & Ticket Support
- Support TS1/TS2 with troubleshooting and ticket escalation
- Serve as Jira ticket expert and Project Admin
- Lead root cause analysis, STR confirmation, and Dev escalation/prioritization
- Handle complex support ticket cases requiring deep technical investigation
- Be a subject matter expert on the Whistic platform for troubleshooting and technical support purposes
- Get directly on calls with customers/users to help solve issues in real time
Leadership & Coverage
- Fill in for the Support Manager/Team Lead when unavailable
- Mentor and coach TS team members
- Maintain an active voice in weekly TS huddle, team meetings, and triage / Dev calls
Tools & Integration Expertise
- Act as SME in supporting tools (SQL, Splunk, Keycloak, Zendesk, etc.)
- Maintain a strong foundation across the current integration portfolio and prioritize workload accordingly
- Investigate, test, and resolve integration portfolio issues (RFPIO, CSA, Bitsight, Jira, API, etc.)
- Refine and enhance integration best practices
- Perform general testing in Salesforce and work with APIs; comfortable at a high level with Okta SSO testing
Process Improvement
- Identify gaps in current internal processes and recommend solutions
- Help optimize the Zendesk ticket workflow and tooling for faster, higher-quality service
Cross-Functional Coordination
- Coordinate efforts with internal teams (Product, Dev, Implementation)
- Collaborate effectively with DEV, Product, Sales, and Technical Programs
Documentation
- Create and update integration training materials and Support processes in our internal and external help center
What You'll Need: - Demonstrated expertise as a Subject Matter Expert within a technical support environment
- Strong Jira ticket management and project administration skills
- Proficiency with Super Set and Splunk for deep-dive log/data analysis
- Working knowledge of SQL, Keycloak, SignalFX, Splunk
- Solid understanding of the integration portfolio (RFPIO, CSA, Bitsight, API, Postman, REST/HTTP, JSON)
- Familiarity with SSO & SAML at a high level (Okta testing)
- Experience performing general testing in Salesforce
- Familiarity with Zendesk or other CRM/ticketing tools
- Comfortable getting on live calls with customers/users to troubleshoot and resolve issues
- Proven ability to mentor, coach, and train team members
- Strong cross-functional collaboration skills (Dev, Product, Sales, Technical Programs)
- Ability to step into a leadership/coverage role in the Support Manager's absence
- Available during expected working hours, 9:00am - 5:00pm MT, Monday through Friday
- Strong Communication - give and gather
- Deliver Results
- Developing Others
- Cross-functional collaboration driver
- Mastering Simplicity
- Growth Mindset
Benefits: - Stock options
- Medical, dental, and vision insurance
- Company paid life insurance
- Internet and wellness stipend
- Mental health benefit
- Paid parental leave
- 18 Paid Holidays
- 15 Days PTO (All available your 1st day) + 2 additional days each year of employment!
- 3 Whistic DNA Days - Company-paid "Family Day", "Self Day", & "Community Day"
- Whistic Fridays- Work ends at 3:00 PM every Friday
- A world-class culture and employee experience!
