At Submittable, we are transforming how organizations create social impact. Our platform empowers thousands of mission-driven organizations, from nonprofits to government entities, to make a difference in their communities and beyond. In 2024, our innovative software helped organizations worldwide run 30,000 programs, welcomed 1.2 million applicants, and facilitated the distribution of more than $10 billion in funding through our products on behalf of our clients. We are on a mission to help organizations accelerate their impact, so we are proud to partner with organizations focused on Equity & Social Justice, Children & Education, Creative & Arts, Health & Wellness, Economic Justice & Opportunity, and Environment & Climate. At Submittable, technology and purpose converge, offering a unique opportunity to contribute to meaningful change. We’re looking for an experienced Technical Support Specialist to join our growing Support team at Submittable. In this role, you’ll do more than just solve tickets; you will enhance and nurture the customer experience by providing fast, thoughtful solutions to technical challenges. You’ll partner closely with our Customer Success team to ensure our users are maximizing the platform's potential and achieving their goals. While your primary responsibilities are providing our users with a great experience, you will also have the opportunity to learn about, and contribute to, the evolution of our support model, offerings, and client-centric approach. This is a full-time position reporting to the Manager of Support Services. How You’ll Make an Impact: - Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out. - Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey - Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions. - Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience. - Anticipate Needs: Proactively address customer concerns before they happen - Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve. - Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable. What We’re Looking For: - 1+ Years in Customer / Technical Support: SaaS or technology platform experience preferred - Incredible Communication: You can translate complex technical concepts into clear, friendly, and actionable advice. - A Natural Problem-Solver: You have outstanding troubleshooting skills and a passion for "the why" behind a technical issue. - Tech Savvy: You have a general understanding of the software development life cycle and the tools that power it. - Ability to Work Well Under Pressure: You thrive in a fast-paced environment and can manage multiple priorities without losing your cool. - Platform Experience: You have a comprehensive understanding of Help Desk platforms and Live Chat tools. - Bonus Points: Proficiency in data tools like Excel, Tableau, Looker, or Google Sheets is a major plus. - Extra Credit: A basic understanding of at least one programming language will help you hit the ground running with our more technical queries. Location: This is a remote, U.S.-based role and you must live and reside in the U.S. full-time. Salary Details: The annual salary for this position is $55,000 - $60,000. Actual compensation is based on factors such as the candidate's skills, qualifications, experience, and location. We are interested in every qualified candidate eligible to work in the United States; however, we cannot accommodate scholastic or employment visas at this time. In addition, we are not able to consider applicants who reside in the following states: Alaska, Delaware, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, West Virginia, and Wyoming. Why Submittable? Joining Submittable means becoming part of a forward-thinking, mission-driven company that values innovation, collaboration, and growth. We empower organizations working for social good with technology that accelerates their work, amplifies their impact, and drives meaningful change. At Submittable, you’ll find a supportive, dynamic work environment where your contributions directly influence our success. If you thrive in a fast-paced, evolving environment and are excited to be part of a company dedicated to social impact, we invite you to apply! Benefits: We are proud to offer highly competitive benefits to our full-time employees, including: - Comprehensive health and life insurance with optional HSA, FSA, and DCA accounts - 401(k) plan with employer match starting day one - Equity stock options to share in our success - Flexible hours, remote work options, and generous vacation and sick leave - Paid parental leave for mothers, fathers, and adoptive parents - Professional development stipends to support your career growth - Opportunities to participate in community outreach and volunteer programs - Monthly company-sponsored happy hours and gatherings to connect and unwind Our Commitment to Inclusion & Belonging At Submittable, we believe technology is a force for good, driving social impact and enabling corporate social responsibility on a global scale. To achieve this, we are committed to fostering a workplace that values inclusion and belonging as central pillars of our culture. We embrace the strength of our diverse community by creating a safe space where employees feel empowered to share ideas, celebrate unique experiences, and learn from one another. By prioritizing inclusion, we aim to build an environment where everyone can bring their authentic selves to work and make innovative contributions that enable our customers to tackle complex challenges and spread more good. As a globally used platform, we are dedicated to hiring and supporting employees who represent a range of backgrounds, experiences, and perspectives. This includes diversity in ethnicity, sexual orientation, gender, religion, ability, culture, and socioeconomic background. About Our Process Our goal is a fair, efficient, and thorough evaluation process that benefits you and our team and respects your time. As you can imagine, we have received a high volume of applications. Your willingness to participate in I.D. Verification and answer a few questions early allows us to move through the process more quickly. Let's Talk About AI: Guidelines for using AI in our Hiring Process: At Submittable, we believe that Artificial Intelligence (AI) can be a powerful tool for good. We are committed to leveraging AI technologies responsibly, ensuring their use is equitable, fair and safe. To ensure fairness and accurate skill assessment, we do not allow the use of AI tools (including note takers, transcription tools, or recordings) during take home tests or interviews. If you have questions or need accommodations, please let us know. For additional information and guidance on leveraging AI to prepare for interviewing at Submittable, please click here to view our AI policy. We believe our approach streamlines the hiring process and respects your time by ensuring that every conversation is substantive and focused on your unique qualifications. We appreciate your cooperation and look forward to learning more about you.

• Oversee all support cases for technical and troubleshooting accuracy • Take ownership of support tickets and troubleshoot when needed • Manage escalated support cases and work with cross-functional teams to identify and resolve complex issues • Provide timely and accurate status updates on cases, projects, and tasks as needed • Clearly communicate any issues or concerns and raise it to relevant stakeholders • Anticipate and proactively address potential issues before they become problems for clients • Manage customers' expectations and experience in a way that results in high customer satisfaction • Develop and maintain technical documentation for internal and external use • Seek out opportunities to improve the customer experience and increase customer satisfaction • Participate in severity one and on-call rotation for after-hours support as needed • Manage the on-call rotation for the entire team • Collaborate on NeuraFlash Onward Support Team initiatives such as development and product management, to identify and prioritize improvements to the Salesforce platform • Take thorough and accurate notes during meetings and follow up on any action items assigned • Take the initiative to learn and develop new skills and stay up to date on industry best practices and trends

• Become a Platform Expert: Develop and maintain deep knowledge of the Submittable platform, understanding diverse customer use cases and our internal processes inside and out. • Advocate for the User: Provide empathetic support and maintain high customer satisfaction at all stages of the customer journey • Solve Problems in Real-Time: Respond to and track customer inquiries via calls, chats, and emails, tackling everything from software navigation and technical troubleshooting to billing questions. • Guide and Empower: Offer users proactive guidance, creative solutions, and best practices to help them get the most out of their experience. • Anticipate Needs: Proactively address customer concerns before they happen • Keep Resources Sharp: Maintain the accuracy of our customer help resources as our product continues to evolve. • Bridge the Gap to Product: Identify, test, and report software "bugs" and relay customer enhancement requests to our Product team to help build a better Submittable.

• Gain a comprehensive understanding of STAT services and products • Respond to and manage support tickets efficiently • Offer first-line diagnostic troubleshooting for software applications • Collaborate with development teams to relay software bugs and enhance products • Develop and maintain documentation for system troubleshooting and best practices • Diagnose and resolve complex issues with SQL queries and database performance • Implement data quality checks and balances using tools like KNIME, Alteryx, and MS Excel • Assist in the administration and monitoring of Azure cloud services • Support identity and access management tasks • Monitor and respond to security alerts from tools • Train and mentor engineering and cross-functional team members