Technical Support Specialist

Technical Support Specialist

Hybrid in Boston, MA or Remote in Central or Eastern Time Zone

We will only consider candidates in the following states: NH, GA, MA, MI, MN, NC, TX, RI, FL

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Skedda is a leading global workplace management platform dedicated to streamlining desk and room reservations and scheduling. We serve over 7,000 customers and nearly two million users, including IBM, Siemens, Mercedes-Benz, and Harvard University. 

Today, the product includes functionality such as floor plan visualizations, desk and meeting room booking, visitor management, and utilization reports and analytics. Skedda integrates with key workplace tools like Microsoft365, Google Workspace, and Slack; and has won awards from G2, Capterra, and SoftwareAdvice.

Role overview

We’re looking for a Technical Support Specialist to bridge the gap between our customers and our technology. In this role, you’ll act as a trusted product expert, resolving complex technical issues, ensuring timely responses, and empowering customers to get the most out of our platform. You’ll be a trusted advisor to prospects and customers, helping them understand how our solutions meet their needs, and you’ll play a key role in ensuring customer satisfaction and retention.

Day to day responsibilities

• Act as a technical product expert, resolving customer issues via email, chat, and video calls within established SLAs

• Monitor and manage the support ticket queue, prioritizing, escalating, and ensuring timely resolutions

• Collaborate with Engineering and Product to troubleshoot, document, and communicate bugs and feature requests

• Partner with Customer Success to help unblock users and drive adoption of platform features

• Create and maintain FAQs, troubleshooting guides, and knowledge base resources

• Participate in knowledge sharing and cross-training to strengthen team capability

• Contribute to product demonstrations and technical discussions with customers when needed

About you

• You’re a strong communicator who can explain technical concepts clearly to both technical and non-technical audiences

• You thrive in solving complex technical issues with patience and empathy

• You keep customer needs at the center of your problem-solving approach

• You’re resourceful, self-starting, and comfortable managing competing priorities

• You balance urgency with attention to detail and always look for process improvements

Skills & Experience

• 3+ years of experience in a technical customer support role

• Strong technical foundation with the ability to troubleshoot SaaS applications and integrations (e.g., Microsoft365, Google Workspace, Slack, SCIM, or similar)

• Experience debugging and resolving API or integration issues using logs and monitoring tools

• Strong communication and problem-solving skills, adaptable to both technical and non-technical audiences

• Customer-first mindset, resourceful, and proactive in identifying and resolving issues

• Experience with ticketing and collaboration tools (e.g., Zendesk, Intercom, Jira)

• Organized, self-motivated, and comfortable managing multiple priorities in a fast-paced environment

Benefits

• Competitive salary, benefits package, and paid time off

• Flexible schedule 

• Creative and collaborative work environment

• Direct exposure to the leadership team across departments

• Be empowered to leave a significant mark on the product and the customers

About us

We’re an international team from 20+ countries with a growing presence in Boston. We place a lot of value on collaborating asynchronously across time zones but also understand the benefits of working together in person. Our team has doubled in size in the last year and continues to grow quickly. 

At Skedda, our Mission is to empower organizations to bring workspaces to life. We take feedback from customers seriously and constantly iterate to improve our product. We’re a self-driven, curious, down-to-earth group of people who know how to balance moving quickly while maintaining a high bar for quality. Every team member at Skedda embodies our six core virtues: 

• We are a community

• Quality is at our core

• Take ownership

• Create momentum every day

• Tackle hard problems

• Be curious

We are defining the future of the workplace experience, helping businesses to design meaningful, seamless, fully integrated employee experiences and interactions in the hybrid workplace. We’re growing fast with a lot of new opportunities ahead!

To learn more about Skedda, please visit https://www.skedda.com/blog/skedda-mission-vision-virtues.