[Remote] Senior Technical Support Specialist at FullStory

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Previously worked as a SaaS support professional troubleshooting technical issues for software bugs or APIs
Experience prioritizing tickets based on customer needs using Zendesk
Experience handling escalated customer requests with empathy
Located in the United States and able to work a 9am-5pm PST schedule
Willing to assist with an incident, critical weekend, and after-hours rotation

Responsibilities

Support customers via tickets in Zendesk, helping them recognize the full value of Fullstory
Advocate for improvements that matter to customers, leading to actual changes within the product and processes
Proactively surface, propose, and implement solutions to broken and inefficient processes
Dedicate budgeted time outside of the support queue to contribute to projects that meaningfully impact company-wide goals
Leverage AI-powered tools to accelerate troubleshooting, summarize complex customer issues, and identify trends in customer feedback

Skills

Key technologies and capabilities for this role

ZendeskSaaS supporttroubleshootingAPIstechnical supportcustomer escalationAI tools

Questions & Answers

Common questions about this position

What is the salary range for this Senior Technical Support Specialist position?

The base salary ranges between $72,500 - $77,500 USD, varying based on relevant experience, job-related skills, and qualifications. The role is also eligible for a discretionary bonus of up to 10% of base salary if Fullstory meets its performance targets.

Is this role remote, and what are the location and schedule requirements?

This is a fully remote role anywhere in the United States, performed during PST business hours, specifically a 9am-5pm PST schedule. Candidates must be located in the US and be willing to assist with an incident rotation including critical weekends and after hours.

What skills and experience are required for this position?

Candidates need prior experience as a SaaS support professional troubleshooting technical issues for software bugs or APIs, experience prioritizing tickets in Zendesk based on customer needs, and handling escalated customer requests with empathy.

What is the company culture like for Technical Support Specialists at Fullstory?

The culture emphasizes being trusted product experts who solve challenging problems, advocate for customer-driven product improvements, proactively fix processes, and dedicate budgeted time to impactful projects beyond just tickets, all within the Customer Experience organization.

What makes a strong candidate for this Senior Technical Support Specialist role?

Strong candidates have SaaS support experience with Zendesk, technical troubleshooting skills for bugs and APIs, empathy for escalated issues, US location with PST availability, and willingness for on-call rotations, positioning them to quickly manage queues independently and contribute to projects.

FullStory

Digital experience analytics platform for businesses

About FullStory

FullStory provides a platform for digital experience analytics, allowing businesses to understand user interactions on their websites and mobile apps. The platform captures and analyzes these interactions, helping companies identify issues and optimize user experiences to enhance conversions and customer satisfaction. FullStory serves a variety of clients, including e-commerce, financial services, and travel companies, making it applicable to any business with a digital presence. Operating on a Software-as-a-Service (SaaS) model, clients subscribe to the platform and pay a recurring fee based on their usage and required features. This model allows for scalability and offers different pricing tiers to accommodate businesses of all sizes. FullStory's goal is to improve online user experiences through detailed insights and data analysis.

Atlanta, GeorgiaHeadquarters

2014Year Founded

$189.9MTotal Funding

LATE_VCCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

501-1,000Employees

Benefits

Access 6 subsidized sessions with a coach per year

99% of health insurance premiums covered; 75% for dependents

Annual learning subsidy

Fully distributed workforce

Generous parental leave policy

10 days of company holidays

Unlimited time off

401(k) with a $2 to $1 match

Risks

UserTesting's new integrations may offer more comprehensive solutions than FullStory.

Rapid AI evolution in e-commerce could outpace FullStory's current offerings.

Jason Wolf's appointment may lead to short-term disruptions during strategic changes.

Differentiation

FullStory offers pixel-perfect session playback for detailed user interaction analysis.

The platform provides AI-ready behavioral data, enhancing digital experience insights.

FullStory's SaaS model allows scalable solutions for businesses of all sizes.

Upsides

Growing demand for AI-driven personalization boosts FullStory's market potential.

Partnership with Google Cloud enhances FullStory's AI capabilities.

Recognition in Deloitte Technology Fast 500 highlights FullStory's rapid growth.

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