Principal Technical Support Specialist at FormAssembly. Location Information: Remote US. . Overview. . . . . . . . . As a Principal Technical Support Specialist, you serve as a highly experienced individual contributor and technical leader within the Tier 1 team. You handle the most complex and high-impact customer issues, act as a key escalation point, and help drive the overall quality and effectiveness of support.. . You play a critical role in bridging Tier 1 and Tier 2, ensuring escalations are well-understood, properly scoped, and efficiently resolved. In addition to supporting customers, you elevate the team by mentoring peers, refining troubleshooting approaches, and contributing to process and knowledge improvements.. . You help foster a collaborative and high-performing team environment where continuous learning, accountability, and customer-first thinking are at the forefront.. . Overall Responsibilities:. . . Spend a majority of your day resolving complex customer issues via email, chat, and other support channels. . Act as a primary escalation point for Tier 1, assisting with high-complexity or high-visibility cases. . Partner closely with Tier 2, Engineering, and Product teams to drive resolution of advanced technical issues. . Provide real-time guidance and support to team members via Slack and case collaboration. . Assist in identifying, triaging, and communicating trending issues, bugs, or release impacts. . Contribute to and help maintain internal documentation, troubleshooting guides, and support processes. . Mentor team members by sharing knowledge, refining troubleshooting skills, and improving case quality. . Help ensure consistency and quality in customer interactions and technical resolutions. . Participate in initiatives that improve team efficiency, workflows, and customer experience. . . Day to Day Responsibilities. . You’ll spend:. . . 60% of your week in the queue handling customer cases, with a focus on complex and escalated issues. . 20% supporting team development – mentoring, assisting with escalations, and contributing to training efforts. . 10% working on process improvements, documentation, and cross-functional collaboration (Tier 2, Product, Engineering). . 10% in meetings – team, department, cross-functional syncs, and 1:1 with manager. . Actively monitor queues and Slack to identify escalation needs, trends, and areas of risk. . Step in on challenging cases to guide resolution and ensure strong customer outcomes. . Assist in reviewing and improving case handling quality across the team. . Share insights and feedback on product issues, support gaps, and training opportunities. . Help disseminate knowledge across the team and ensure alignment on new processes or updates. . Partner with leadership to surface opportunities for improvement across support operations. . . About You. . . You have a high level of personal and work integrity. . You lead through influence and expertise, not authority. . You are deeply customer-focused and advocate for the best possible experience. . You are an expert problem solver who thrives on complex technical challenges. . You are a strong communicator, able to translate technical concepts clearly. . You proactively identify issues, patterns, and opportunities for improvement. . You enjoy mentoring others and helping elevate team performance. . You are highly adaptable and comfortable operating with autonomy. . You have a strong understanding of front-end web technologies and system behavior. . . . . . Requirements. . . Requirements:. . . 4–6+ years in a technical, customer-facing support role. . Strong experience handling escalated or complex technical issues. . Willingness to join customer facing phone calls to troubleshoot technical issues.. . Demonstrated ability to mentor and support peers without formal management responsibilities. . Advanced understanding of product functionality, integrations, and troubleshooting methodologies. . Proven ability to work cross-functionally with technical teams (Engineering, Product, Tier 2). . Remote employees are required to have reliable and secure internet access. . . Proposed Core Technical Requirements. . . HTML — Reading and interpreting form structure, iFrame publishing, embedded forms. . CSS — Diagnosing styling conflicts, selector specificity, theme-level issues. . JavaScript / jQuery — Reading JS errors, understanding form logic and dynamic behavior. . Browser Developer Console — Independent log review, DOM inspection, error diagnosis. . Salesforce — Connector configuration, error interpretation, object relationships, SAML/SSO/Experience Cloud authentication. . Diagnostic Tools — New Relic (log querying), Postman (API/connector testing), MxToolBox (email/DNS), SauceLabs (cross-browser testing). . Jira — Bug ticket creation, severity/priority assessment, known issue mapping. . Written Communication — Clear, technical-to-plain-language translation for email-based customer responses. . . Nice-to-Have. . . Salesforce Administrator Certification. . REST API literacy. . DNS / SSL fundamentals. . XML (form source reading). . AI fluency/experience. . . Salary Range: $65,000 – $70,000. . . . . Benefits. . . FormAssembly is a completely remote/distributed team. We thrive through digital communication, and work to connect numerous times a day. Our culture is vibrant, fun, and unique! Read more . Some of our benefits include:. . . Health benefits (health, dental, vision) for Team Members based in the United States. . Mental Health benefits with SpringHealth. . 401(k) with 4% company match. . Unlimited PTO (with a required minimum use of 2 weeks per year) for Salaried/Exempt staff, or 4 weeks of paid vacation for hourly/non-exempt employees.. . 9 paid company holidays. . Flexible work schedule; work from anywhere!. . Generous Paid parental leave (up to 16 weeks). . Charitable contribution match. . Budget for professional development. . Company provided Mac laptop. . . You’ll be joining a talented and fun team, working together to build something great!. . . . . . . . . . Apply for job. . .
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