[Remote] Technical Support Specialist at hive.co

Canada

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Events Technology, Live Events, SaaSIndustries

Requirements

3+ years of experience in SaaS technical support, support engineering, or a similar role
Demonstrated ability to communicate with customers in a professional, empathetic, and solutions-oriented manner, maintaining a positive tone and effectively navigating customer conversations
Strong understanding of web technologies — APIs, webhooks, HTTP, and JSON
Ability to analyze and interpret application logs and data payloads
Familiarity with relational databases (SQL) and data troubleshooting concepts
Experience working cross-functionally with Product and Engineering teams
Excellent communication skills — ability to translate technical findings into plain English

Responsibilities

Own Technical Escalations & Support Queue: Provide exceptional general & technical support to Hive’s customers; respond with urgency and deliver rapid, accurate, and thoughtful answers to customer queries; handle incoming support channels to troubleshoot moderate to advanced customer issues involving Hive’s APIs, integrations, and data workflows; support T1 & T2 on escalated tickets or as needed, joining customer calls for complex issues and troubleshooting; review logs, payloads, and error responses to identify root causes before escalating to Engineering; validate and document bugs and work closely with Product; proactively monitor escalations and recurring issue types to identify product gaps or training needs
Bridge Support, Product, and Engineering: Track and follow up on outstanding issues, keeping stakeholders informed of their status; act as the primary liaison for complex technical issues, ensuring accurate handoffs and clear communication; build relationships with product and engineering that leads to time-efficient resolutions and feedback loops; participate in incident reviews, release validation, and post-mortems to improve long-term stability; help CSMs and Sales navigate technical blockers during sales, onboarding, renewals, or integrations
Empower the Team: Build internal tools, scripts, or documentation to streamline troubleshooting and diagnostics; coach Product Support Specialists on debugging frameworks and technical best practices; maintain and improve technical documentation and solutions docs for recurring or high-impact issues

Skills

Key technologies and capabilities for this role

Technical SupportProblem-SolvingAPIsData AnalysisLogsCustomer SupportEscalation HandlingProduct CollaborationEngineering Collaboration

Questions & Answers

Common questions about this position

Is this Technical Support Specialist position remote?

Yes, the position is fully remote.

What skills are required for the Technical Support Specialist role?

The role requires strong problem-solving skills, deep curiosity for how things work, ability to translate technical issues into plain English, and experience troubleshooting APIs, integrations, data workflows, logs, payloads, and error responses.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the team structure like for this position?

You'll report to the Director of Customer Support & Scale Operations and work closely with Product, Engineering, Support, and CS teams. The Support team is on the front lines of customer success and collaborates with Product and Engineering to resolve issues and improve the platform.

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

A strong candidate has a passion for diving into data, APIs, and logs, excels at owning technical escalations, bridging teams like Support, Product, and Engineering, and proactively identifies product gaps and training needs.

hive.co

Data-driven marketing platform for businesses

About hive.co

Hive.co is a marketing platform that helps businesses improve customer engagement by integrating data from various sources. It mainly targets e-commerce businesses, event organizers, and online enterprises that want to enhance their marketing strategies. The platform allows users to automate marketing campaigns and access real-time insights about their customers. Hive.co operates on a subscription model, where clients pay for different levels of service and the number of integrations they need. By connecting with platforms like Squarespace and Zapier, Hive.co enables businesses to create efficient marketing workflows. Its main features include automated deliverability, customer success tools, and real-time analytics, all designed to increase sales and customer interaction. Hive.co also prioritizes a positive work environment, focusing on employee well-being and professional development.

Waterloo, CanadaHeadquarters

2014Year Founded

$120KTotal Funding

LATE_VCCompany Stage

Data & Analytics, Consumer Software, Consumer GoodsIndustries

11-50Employees

Benefits

Health Insurance

Dental Insurance

Flexible Work Hours

Remote Work Options

Unlimited Paid Time Off

Parental Leave

Risks

Increased competition from AI-driven marketing platforms like Klaviyo and Iterable.

Privacy concerns and regulatory changes may impact Hive's data collection practices.

Economic downturns could lead to reduced budgets for marketing platforms like Hive.

Differentiation

Hive integrates with platforms like Shopify, Mailchimp, and Facebook for seamless data sync.

The platform offers real-time insights and automated deliverability to boost customer engagement.

Hive's subscription model allows businesses to choose services based on their integration needs.

Upsides

Hive can leverage zero-party data collection to enhance data-driven marketing strategies.

AI-driven predictive analytics in email marketing can improve Hive's platform offerings.

Omnichannel marketing strategies align with Hive's strength in seamless integrations.

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