Serve as a subject matter expert in automation hardware implementation, lead service teams for on-site delivery, develop consulting strategies for customer partnerships, and provide training on new automation products in clinical laboratory settings.

• Build and maintain trusted customer relationships through integrity, responsiveness, and a strong commitment to customer success. • Provide preventative maintenance, onsite support, and remote service for sanitation systems and related technologies. • Optimize system performance and customer value. • Maximize system uptime. • Troubleshoot technical issues and resolve problems. • Install parts and perform basic electrical work. • Complete plumbing-related service tasks. • Conduct site assessments to determine appropriate equipment placement. • Transport and deliver equipment to customer locations. • Maintain strong knowledge of all products used with the Micro sanitation system. • Configure, maintain, and adjust sanitation system software according to customer specifications. • Perform standard operational tests in accordance with established protocols. • Follow standardized checklists and create, update, or revise standard operating procedures as needed. • Train customer staff on system operation and inventory control procedures. • Provide ongoing education to customer management teams regarding new Micro products, programs, and solutions. • Collaborate with Program Development and sales teams to create customer product plans.

• Build and maintain trusted customer relationships through integrity, responsiveness, and a strong commitment to customer success • Provide preventative maintenance, onsite support, and remote service for sanitation systems and related technologies • Optimizing system performance and customer value • Maximizing system uptime • Troubleshooting technical issues and resolving problems • Installing parts and performing basic electrical work • Completing plumbing-related service tasks • Conduct site assessments, as needed, to determine appropriate equipment placement based on facility layout, customer requirements, and operational needs • Transport and deliver equipment to customer locations • Maintain strong knowledge of all products used with the Micro sanitation system, including product applications, indications, concentration ranges, and other key information needed to educate and support customers • Configure, maintain, and adjust sanitation system software according to customer specifications • Perform standard operational tests in accordance with established protocols • Follow standardized checklists and create, update, or revise standard operating procedures as needed • Train customer staff on system operation, inventory control procedures, and best practices • Provide ongoing education to customer management teams regarding new Micro products, programs, and solutions that support increased product adoption and sales growth • Collaborate with Program Development and sales teams to create customer product plans that support territory revenue growth • Clearly communicate processes, updates, and changes to customers and internal team members • Prepare, complete, and maintain all required documentation related to service, maintenance, and customer support activities • Follow all safety policies, procedures, and compliance requirements • Perform other job-related duties as assigned

Role Description Our Customer Success team is small, technical, and ambitious, and we are looking for two Technical Support Specialists to join us — both on an expected path to becoming Customer Success Managers within 3 to 12 months. - Own the technical support function alongside our CS Technical Lead. - Become an expert in our Builder CMS. - Manage and improve our AI-first support stack. - Resolve customer tickets quickly and warmly. - Transition into a CSM role within 3 to 12 months. You will work directly with our Head of CS, our CS Technical Lead, and our CSM, and collaborate cross-functionally with sales, product, and engineering. Qualifications - 1+ years of professional experience in SaaS support, customer success, or a similar customer-facing role. - Hands-on experience working tickets and talking to customers. - Strong written and verbal communication skills. - Comfortable working with a remote team across multiple time zones. - Detail-oriented, with a strong ability to track multiple conversations, customers, and priorities at once. - Comfortable with public-facing tasks (running a video call, hosting a customer training). - Curious about AI tooling and willing to use it to work smarter. - Familiarity with the events industry, higher education, or association space is a bonus but not required. Requirements - Own a queue of customer tickets, resolving issues, escalating thoughtfully, and writing clear, warm responses. - Manage and improve our AI support stack. - Become fluent in Guidebook's Builder CMS and the broader product suite. - Spot patterns in customer struggles and surface them to product, engineering, and CS. - Contribute to our knowledge base and internal documentation. - Coordinate with our CS Technical Lead on broader tech stack work. - Minor weekend support responsibilities for escalated tickets. Benefits - Annual On Target Earnings (OTE): $50,000-60,000, depending on experience. - Variable paid quarterly will be between 10-20% of OTE. - Fully remote role, US-based, East Coast required. - 100% paid medical, dental, and vision. - Short-term and long-term disability. - Unlimited vacation. - 401(k) with matching. - Stock options. - MacBook and home office setup. - Annual company retreat. What to Provide with your Application - Resume - Cover letter - A video answering specific questions about customer experiences. Equal Opportunity Employer At Guidebook, we're committed to cultivating an inclusive work environment for everyone – and we know that's best achieved, in part, with a diverse workforce. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.