Technical Support Specialist

The Technical Support Specialist is an experienced second-level technical resource who owns complex customer escalations and serves as a key liaison between Support and our Development, QA, and Product teams. This person works directly with LeanData and Salesforce configuration and APIs to diagnose issues across our product suite, including Orchestration, Scheduling, and Journeys; partners with Engineering and QA on reproducible bug reports, and translates customer-reported symptoms into clear technical detail. As LeanData’s AI-forward product line grows, this role will build familiarity with AI-feature troubleshooting alongside Engineering.

This role reports to the Manager of Technical Support.

What You’ll Do

· Own and resolve complex technical escalations, including issues that require deep product, log, and environment analysis.

· Reproduce customer-reported defects, isolate root cause, and drive issues to resolution or to a formal engineering handoff.

· Serve as a technical resource and mentor for Level 1 support staff.

· Build customer trust by translating complex product issues into clear, business-relevant guidance that supports successful outcomes.