The Role:
The Sr. Technical Support Specialist (TS3) is the most senior individual-contributor role on the Technical Support team, serving as the subject matter expert for the Support organization across escalations, integrations, product knowledge, and Jira-based issue resolution. This person handles the most complex TS1 and TS2 escalations, owns sandbox creation and support for customers and partners, and acts as a force multiplier for the team — backing up the Support Manager, mentoring TS1 and TS2 staff, and serving as the primary technical bridge between Support and Product/Engineering. This is a remote role, based in the U.S.
What You’ll Do:
Escalation & Ticket Support
- Support TS1/TS2 with troubleshooting and ticket escalation
- Serve as Jira ticket expert and Project Admin
- Lead root cause analysis, STR confirmation, and Dev escalation/prioritization
- Handle complex support ticket cases requiring deep technical investigation
- Be a subject matter expert on the Whistic platform for troubleshooting and technical support purposes
- Get directly on calls with customers/users to help solve issues in real time
Leadership & Coverage
- Fill in for the Support Manager/Team Lead when unavailable
- Mentor and coach TS team members
- Maintain an active voice in weekly TS huddle, team meetings, and triage / Dev calls
Tools & Integration Expertise
- Act as SME in supporting tools (SQL, Splunk, Keycloak, Zendesk, etc.)
- Maintain a strong foundation across the current integration portfolio and prioritize workload accordingly
- Investigate, test, and resolve integration portfolio issues (RFPIO, CSA, Bitsight, Jira, API, etc.)
- Refine and enhance integration best practices
- Perform general testing in Salesforce and work with APIs; comfortable at a high level with Okta SSO testing
Process Improvement
- Identify gaps in current internal processes and recommend solutions
- Help optimize the Zendesk ticket workflow and tooling for faster, higher-quality service
Cross-Functional Coordination
- Coordinate efforts with internal teams (Product, Dev, Implementation)
- Collaborate effectively with DEV, Product, Sales, and Technical Programs
Documentation
- Create and update integration training materials and Support processes in our internal and external help center
What You'll Need:
- Demonstrated expertise as a Subject Matter Expert within a technical support environment
- Strong Jira ticket management and project administration skills
- Proficiency with Super Set and Splunk for deep-dive log/data analysis
- Working knowledge of SQL, Keycloak, SignalFX, Splunk
- Solid understanding of the integration portfolio (RFPIO, CSA, Bitsight, API, Postman, REST/HTTP, JSON)
- Familiarity with SSO & SAML at a high level (Okta testing)
- Experience performing general testing in Salesforce
- Familiarity with Zendesk or other CRM/ticketing tools
- Comfortable getting on live calls with customers/users to troubleshoot and resolve issues
- Proven ability to mentor, coach, and train team members
- Strong cross-functional collaboration skills (Dev, Product, Sales, Technical Programs)
- Ability to step into a leadership/coverage role in the Support Manager's absence
- Available during expected working hours, 9:00am – 5:00pm MT, Monday through Friday
- Strong Communication – give and gather
- Deliver Results
- Developing Others
- Cross-functional collaboration driver
- Mastering Simplicity
- Growth Mindset
Benefits:
- Stock options
- Medical, dental, and vision insurance
- Company paid life insurance
- Internet and wellness stipend
- Mental health benefit
- Paid parental leave
- 18 Paid Holidays
- 15 Days PTO (All available your 1st day) + 2 additional days each year of employment!
- 3 Whistic DNA Days - Company-paid "Family Day", "Self Day", & "Community Day"
- Whistic Fridays- Work ends at 3:00 PM every Friday
- A world-class culture and employee experience!
Whistic's DEIB Commitment:
Whistic is a place where you can be you.
It’s impossible to separate what you do from who you are, and we don’t want you to. In fact, we want just the opposite. When Whisticians share the richness of their experiences, personal connections are deepened, new levels of collaboration are unleashed, and our product innovation accelerates. We become unstoppable.
Whistic is committed to growing diversity, equity, inclusion, and belonging across three key dimensions:
- Workforce Representation: Hiring and retaining a diverse team
- Fairness: Equitable rewards, recognition, and opportunities based on merit
- Inclusive Culture: Fostering an inclusive culture where differences are celebrated