FormAssembly

• 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

Role Description 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 - 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 - 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). Salary Range $65,000 - $70,000 Benefits - 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. Company Description 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 about it here.

• Design, own, and evolve the end-to-end software delivery system • Ensure production signals (failures, latency, usage patterns) are continuously fed back into development and testing practices • Establish systems that improve both speed (velocity) and safety (reliability) • Design and implement progressive delivery strategies: - Feature flags - Canary releases - Rolling/segmented deployments • Define and enforce risk-based release practices • Continuously reduce change failure rate while increasing deployment frequency • Own and evolve CI/CD pipelines (GitHub Actions, AWS) • Build intelligent automation that prioritizes signal quality over volume • Optimize pipelines for speed, reliability, and developer experience • Build and maintain automated testing systems (Playwright, API, integration) • Shift quality left (pre-merge validation, static analysis) and right (production validation) • Ensure tests reflect real-world failure modes, not just happy paths • Implement and evolve observability systems (New Relic or equivalent) • Identify failure patterns, regressions, and performance anomalies • Turn production data into actionable engineering insights, not just dashboards • Reduce Mean Time to Recovery (MTTR) through improved detection and response systems • Define, track, and improve key delivery metrics: - Deployment Frequency - Lead Time for Changes - Change Failure Rate - Mean Time to Recovery (MTTR) • Lead adoption of AI-assisted engineering practices across: - Test generation - CI/CD optimization - Failure triage and debugging • Partner with engineering teams to integrate AI into daily workflows • Define and standardize quality, reliability, and delivery practices across teams • Partner with QA, SRE, and product engineering to elevate system-wide outcomes • Act as a force multiplier, improving how all engineers ship software

We are seeking a Delivery Engineer to own and evolve the end-to-end engineering feedback loop—connecting development, testing, deployment, and production signals into a continuously improving system. This role goes beyond traditional QA or DevOps. You will design and operate the systems that determine how safely, quickly, and reliably we deliver software, while ensuring that every production signal feeds back into better engineering decisions. The ideal candidate is a systems thinker who understands that quality is not a phase—it is an emergent property of a well-designed delivery system. Responsibilities Engineering Feedback Loop Ownership - Design, own, and evolve the end-to-end software delivery system - Ensure production signals (failures, latency, usage patterns) are continuously fed back into development and testing practices - Establish systems that improve both speed (velocity) and safety (reliability) Delivery and Release Strategy - Design and implement progressive delivery strategies: - Feature flags - Canary releases - Rolling/segmented deployments - Define and enforce risk-based release practices - Continuously reduce change failure rate while increasing deployment frequency CI/CD and Automation - Own and evolve CI/CD pipelines (GitHub Actions, AWS) - Build intelligent automation that prioritizes signal quality over volume - Optimize pipelines for speed, reliability, and developer experience  Quality Engineering - Build and maintain automated testing systems (Playwright, API, integration) - Shift quality left (pre-merge validation, static analysis) and right (production validation) - Ensure tests reflect real-world failure modes, not just happy paths  Observability and Production Intelligence - Implement and evolve observability systems (New Relic or equivalent) - Identify failure patterns, regressions, and performance anomalies - Turn production data into actionable engineering insights, not just dashboards - Reduce Mean Time to Recovery (MTTR) through improved detection and response systems  Metrics and Continuous Improvement - Define, track, and improve key delivery metrics: - Deployment Frequency - Lead Time for Changes - Change Failure Rate - Mean Time to Recovery (MTTR) - Use metrics to drive system-level improvements, not vanity reporting AI-Assisted Engineering(Core Responsibility) - Lead adoption of AI-assisted engineering practices across: - Test generation - CI/CD optimization - Failure triage and debugging - Improve the signal-to-noise ratio of engineering feedback loops using AI - Partner with engineering teams to integrate AI into daily workflows Cross Team Influence - Define and standardize quality, reliability, and delivery practices across teams - Partner with QA, SRE, and product engineering to elevate system-wide outcomes - Act as a force multiplier, improving how all engineers ship software

• Meet and exceed monthly/quarterly goals in the SMB & Mid-Market segments • Inbound lead qualification & outbound lead sourcing & nurturing • Present /Demo platform to key stakeholders ranging from Users to Managers to C-Suite leaders • Run a full sales cycle from Discovery to Negotiation/Contracting to Close. • Collaborate cross-functionally with Marketing, Customer Success, Sales Development, Finance, and Product • Bring in net new clients working closely with SDRs and work with CSMs to develop expansion opportunities within existing customer accounts • Occasionally represent FormAssembly at trade shows and conferences

Role Description FormAssembly is excited to add an Account Executive to our expanding and evolving Sales team. We are looking for someone who is passionate about solving data collection and business process automation challenges for prospects and customers. Along with the ability to properly scope requirements and deliver a clear solution through qualification, demo/presentation, and value proposition. You will be working with multiple teams to ensure the best vendor experience and the most success in driving long-term revenue for the company. - Meet and exceed monthly/quarterly goals in the SMB & Mid-Market segments - Inbound lead qualification & outbound lead sourcing & nurturing - Present/Demo platform to key stakeholders ranging from Users to Managers to C-Suite leaders - Run a full sales cycle from Discovery to Negotiation/Contracting to Close - Collaborate cross-functionally with Marketing, Customer Success, Sales Development, Finance, and Product - Bring in net new clients working closely with SDRs and work with CSMs to develop expansion opportunities within existing customer accounts - Occasionally represent FormAssembly at trade shows and conferences Qualifications - 2-3+ years of SaaS software sales experience - Proficiency using Salesforce.com - Ability to work in a 100% remote environment - Record of consistently hitting and exceeding quota - Ability to work closely with prospects & customers to gain a deep understanding of their business challenges - Ability to travel a couple times a year for company get-togethers & events Requirements - Familiarity with the Salesforce Admin experience - Experience working remotely on a Sales team - Experience with free trial-initiated sales cycles/Product-Lead Growth (PLG) motion - Experience selling software in the survey/feedback, data collection, e-signature/document generation, and/or Salesforce integration spaces Benefits - 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

• Prospect and develop new leads via email, social media, LinkedIn, calling, and other resourceful "smart selling" lead generation practices • Qualify prospects to determine if FormAssembly is a good fit for their needs • Provide Account Executives with high quality closing opportunities • Travel periodically to represent the FormAssembly brand at industry events

• Own marketing-sourced pipeline and revenue targets • Lead demand generation across digital, paid, SEO/AEO, and lifecycle marketing • Optimize funnel performance and conversion rates • Shape and elevate FormAssembly’s brand and positioning • Oversee content, PR, and thought leadership strategies • Ensure consistent, compelling messaging across all channels • Define product positioning and differentiation • Partner with Product and Sales on the go-to-market strategy • Deliver high-impact sales enablement tools • Build a data-driven marketing engine with clear KPIs • Manage marketing tech stack, automation, and analytics • Report on performance, ROI, and growth insights • Recruit, mentor, and scale a world-class marketing team • Foster a culture of accountability, innovation, and collaboration • Manage budget and resource allocation

We’re looking for a strategic and data driven VP of Marketing to lead and scale the marketing function at FormAssembly. In this role, you’ll own the full marketing strategy, from brand to pipeline and play a critical part in accelerating revenue growth. You’ll partner closely with Sales, Product, and Customer Success to deliver measurable impact, elevate our market presence, and position FormAssembly as the leader in secure data collection and workflow automation. What You’ll Do Drive Growth & Pipeline - Own marketing-sourced pipeline and revenue targets - Lead demand generation across digital, paid, SEO/AEO, and lifecycle marketing - Optimize funnel performance and conversion rates Build a Category-Defining Brand - Shape and elevate FormAssembly’s brand and positioning - Oversee content, PR, and thought leadership strategies - Ensure consistent, compelling messaging across all channels Lead Product Marketing - Define product positioning and differentiation - Partner with Product and Sales on the go-to-market strategy - Deliver high-impact sales enablement tools Own Marketing Operations - Build a data-driven marketing engine with clear KPIs - Manage marketing tech stack, automation, and analytics - Report on performance, ROI, and growth insights  Build & Lead a High-Performing Team - Recruit, mentor, and scale a world-class marketing team - Foster a culture of accountability, innovation, and collaboration - Manage budget and resource allocation

Are you interested in joining a 100% remote SaaS company dedicated to helping customers streamline organizational processes and be better stewards of their data? Consider applying for open positions at FormAssembly, an enterprise workflow automation platform used by some of the largest and most well-known organizations in the world. We are a team of collaborators that are passionate about providing the very best to our customers, partners, and stakeholders, internally and externally. We are travelers, artists, athletes, and animal lovers creating an incredibly strong, fully remote team and providing amazing results, no matter where we are. We’re problem solvers and continuous learners who are never afraid of a challenge, and we’re looking to add another amazing member to our Partnerships team! FormAssembly is redefining how organizations collect, connect, and manage data across the Salesforce ecosystem and beyond. As we expand our Partnerships organizations, we’re adding a Partner Manager to deepen relationships with key ecosystem partners including Salesforce, AWS, and Hubspot, and to help drive growth in both Commercial and Public Sector markets.  The Partner Manager will own and grow a portfolio of strategic partners, focusing on partner sourced and influenced revenue, joint go-to-market enablement, and attribution tracking. This role sits at the intersection of sales, marketing, and partner success and is ideal for someone who thrives in building trust based relationships within large partner ecosystems.  Key Responsibilities Partner Relationship Management - Serve as the primary relationship owner for assigned ecosystem partners (Saleforce, AWS, Hubspot) - Build and execute partner account plans including revenue targets, enablement objectives, and marketing activities.  - Conduct regular QBRs to review pipeline, performance, and sourced vs. influenced attribution - Align partner priorities with FormAssembly’s GTM Strategy across verticals. Especially Public Sector, NonProfit, Healthcare, Financial Services, and Higher Education though expressly not limited to those verticals.  Drive Attribution & Pipeline Growth - Drive measurable growth in partner sourced and partner influenced pipeline through co-selling, co-marketing, and joint pursuits.  - Log and validate all influenced and sourced opportunities in Salesforce CRM for clean attribution.  - Collaborate closely with Sales and BDR teams on account coverage and opportunity management.  - Maintain transparent forecasts and attribution data for Finance and RevOps review.  Ecosystem Expertise - Salesforce (Primary): Understand the AppExchange landscape, SI/VAR partner models, and Salesforce co-sell alignment.  - AWS:  Manage AWS marketplace listings, AWS ACE pipeline entries, and work with AWS Partner Development Managers.  - HubSpot: Support Hubspot integration awareness, enablement, and collaboration with Hubspot Solutions Partners and HUG communities.  Public Sector (Value Add Experience) - Knowledge of Public Sector procurement models, compliance frameworks (FedRamp, IL4 DoD), agency buying cycles is a strong plus.  - Experience working with Public Sector focused partners (e.g., Carahsoft, Accenture Federal Services, Booze Allen, Leidos, etc.) highly valued.  - Ability to align partner strategies with government contract vehicles and Public Sector GTM initiatives. Partner Enablement & Co-Marketing - Enable partners on FormAssembly’s value proposition, security posture, and integrations.  - Develop and deliver “Better together stories” and vertical specific use cases.  - Identify and execute MDF Funded campaigns and ecosystem co-marketing opportunities.  - Represent FormAssembly at partner and ecosystem events (Dreamforce, AWS Summits, Hubspot INBOUND, Public Sector Summits…) Internal Collaboration - Partner with Sales, Marketing, and Product teams to align partner activity with business objectives.  - Work with Finance and RevOps to ensure accuracy of partner attribution and compensation tracking.  - Contribute to internal enablement, helping sales understand partner capabilities.