Technical Support Specialist

Who we areHi there 👋 . We’re Ethena – the compliance platform for modern teams. Ethena’s suite of admin- and employee-friendly training and compliance tools help you check all the boxes and build a better workplace. Our training isn’t just a thing people get through, it’s something they actually enjoy (we got the stats to prove it—over 90% positive ratings). We are proud to be a part of the culture at companies like Zendesk, Pinterest, Figma, and Notion. In 2020, Ethena announced our $15.5 million Series A, and in 2022 we raised an additional $30 million Series B to build out Ethena’s best-in-class training solution, further invest in data and analytics, and continue launching impactful compliance products. Ethena’s Series B was led by Lachy Groom, with participation from existing investors including Felicis, Neo, Homebrew, and others. It’s a great time to join our team!
How we workWe’re a team of people who value diversity in all its forms. We love adding new perspectives and appreciate those who ask questions that help us challenge assumptions, explore new directions, and improve what we’ve already built. We believe it’s our responsibility to create an environment in which every person can bring their full, authentic selves to work. We push each other to be our best and do our training proud. We love feedback, practice empathy, and embrace humor. Seriously, we’re not shy about puns. If you brought us to a picnic, we’d be compli-ants. If we were shoes in London, we’d be trainers. If we were--you get it. Humor is welcome here. Read more about us on our careers page and follow our team on our Instagram!
Who we’re looking for
We’re looking for a Technical Support Specialist to join our Customer Success team! This role will report to our Implementation & Support Team Lead and will be responsible for owning our customer support queue, integrations, and technical documentation.
Our workforce is fully remote and your personal working hours can be based on your own timezone. All team-wide meetings are scheduled to be inclusive of all U.S. time zones.
Reports toLauren Bareket, Implementation & Support Team Lead

What you’ll do

• Become a trusted contact for our customers by guiding them through account setup, integrations, issue troubleshooting, and questions
• Maintain and thoughtfully add to external help center and internal knowledge base as our product and customer needs evolve
• Manage a high volume of support tickets via email and chat, effectively prioritizing based on account size and urgency
• Own support automation solutions & provide recommendations for overall support strategy; build systems to scale support over time
• Serve as internal subject matter expert on integrations, including Single Sign-On, HRIS, Learning Management System, and Looker
• Capture suggested improvements and feedback from our customers for the Product team; offer values-driven suggestions to help Ethena solve our customer's expanding compliance needs
• Submit, track, and escalate Engineering tickets as needed, while keeping customers informed of progress in an easily digestible manner

What makes a great candidate

• Excellent customer service skills - the ability to be empathetic and responsive while clearly explaining complex technical topics in easily understood language
• Experience investigating and troubleshooting technical issues in a web based environment, using standard browser debugging & account impersonation tools
• At least three years of experience working in a customer-facing support role
• Experience proactively documenting and flagging complex technical issues, with superior attention to detail throughout
• An interest in developing more technical skills and experience in partnership with engineering counterparts
• Excellent written and spoken communication skills
• Experience building and maintaining internal and external knowledge bases
• Familiarity with Single Sign-On, HRIS, and Learning Management System integrations with ability to be trained to own customer set-up within 6 mo of onboarding
• Some familiarity with Looker or a similar business intelligence tool

Physical Demands

• This is sedentary work that primarily involves sit