• Providing triage, prioritizing, and resolving technical issues for our top customers. • Identifying s/w bugs, recreate customer issues, and test/verify versions with s/w fix. • Working with Forward Engineering teams to resolve customer issues. • Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders.

• Provide technical assistance and support for upcoming queries and issued related to computer systems, software, and hardware  • Assist in installation, configuration, and maintenance of IT infrastructure, including servers, networks, and other IT systems  • Diagnose and resolve technical hardware and software issues promptly, escalating problems as necessary  • Maintain accurate records and documentation of IT assets, configurations, and procedures  • Ensure IT systems are compliant with security policies and standards, including antivirus updates, patch management, and access control  • Assist in the deployment and management of software applications, updates, and licenses across organization  • Participate in backup and disaster recovery processes to ensure data integrity and availability  • Monitor system performance and capacity, identifying and resolving issues proactively  • Liaise with vendors and service providers to resolve technical uses and procure necessary IT equipment and services  • Work as part of our Helpdesk team, logged into hunt groups, and answer client calls professionally throughout the day. • Handle both external customer tickets and internal support requests, ensuring timely and effective resolution.

Role Description As a Technical Support Specialist, you are dedicated to making sure every customer interaction ends with a solution. You'll be the person our customers turn to when they hit a roadblock, diagnosing technical issues, walking them through the platform, and making sure they have what they need, leveraging our software to help them be successful. Technical Support Specialists at Inktavo combine deep product knowledge with a hands-on approach to problem-solving. Whether it's feature education, troubleshooting, or simply helping a customer feel heard, your focus is always on getting them back on track quickly and confidently. You'll work with businesses across the decorated apparel, signage, and promotional products industries, helping them get the most out of our platform every single day. Day in the Life - Respond to inbound support requests via email and phone, diagnosing and resolving technical issues in a timely manner. - Take ownership of your tickets in Zendesk, owning the customer experience from start to end. - Lean on your team and support them in return, sharing knowledge and maintaining a culture of accountability and dependability. - Look for solutions independently first, taking time to think through the problem before escalating. - Guide customers through platform features, configurations, and integrations to ensure they are set up for success. - Investigate and document bugs, escalating complex issues up the team with clear reproduction steps. - Maintain detailed notes on troubleshooting and next steps on your tickets to ensure an efficient and consistent workflow. - Identify patterns in support tickets to proactively flag recurring issues and contribute to product improvement discussions. - Develop and contribute to help center documentation, FAQs, and internal knowledge base articles. - Collaborate cross-functionally with Customer Success, Sales, and Product teams to advocate for customer needs. Qualifications - Bachelor's degree or equivalent work experience in a technical or customer-facing role. - 1+ years of experience in technical support, SaaS support, or a related field. - Strong troubleshooting and analytical skills with the ability to break down complex problems clearly. - Excellent verbal and written communication skills. - Strong proficiency with Zendesk preferred, or similar ticketing systems. - Comfortable working with web-based platforms. Requirements - Industry experience in a print/signage shop, e-commerce. - Knowledge of QuickBooks Online. - Familiarity with API integrations. Benefits - Competitive benefits. - Unlimited PTO. - Remote work available for U.S.-based candidates. - 401(k) with employer match. - Paid parental leave. - In-office benefits for those local to Dallas, TX: - Catered lunches. - Casual office atmosphere & located in the Design District. - Fully stocked kitchen.

• Serve as a senior product support resource, assisting clients by diagnosing, troubleshooting, and resolving complex technical issues. • Own support cases end-to-end, including investigation, communication, resolution, and follow-up. • Troubleshoot issues across application behavior, data, integrations, and system usage. • Clearly communicate findings, progress, and resolutions to clients and internal stakeholders. • Document support cases, root causes, and resolutions in a structured and consistent manner. • Proactively monitor system health and availability using established monitoring and alerting tools. • Respond to system alerts and anomalies in coordination with TechOps. • Support and validate infrastructure changes (e.g., maintenance windows, releases, configuration updates) to ensure they do not negatively impact clients. • Participate in incident response and post-incident review activities as needed. • Partner with Engineering, Product, and TechOps to resolve issues and improve product stability. • Perform root cause analysis and recommend preventative measures to reduce support volume. • Participate in incident, change, and problem management processes. • Identify opportunities to improve support workflows and platform reliability.