• Provide customer support via phone, chat, and email, ensuring timely, clear, and helpful responses to customer inquiries. • Diagnose and troubleshoot technical issues customers experience with our SaaS platform, including software functionality, configuration, and integrations. • Collaborate closely with internal teams, including Product Development and QA, to escalate and resolve complex technical issues. • Document and track customer inquiries, issues, and resolutions in our support system. • Proactively identify opportunities for process improvements and contribute to knowledge base articles and support documentation. • Assist with product demonstrations and customer training sessions when needed. • Stay up to date with the latest product features, enhancements, and industry trends to effectively support customers and provide valuable feedback to internal teams.

• Provide friendly, high-quality support across phone, chat, email, and web • Troubleshoot technical, product, and service issues—aiming for first-call resolution • Navigate multiple systems while researching and resolving complex concerns • Accurately document interactions in a ticketing system • Manage high-volume interactions and multitask effectively • Escalate issues when needed to ensure timely resolution

Role Description 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. This is a full-time position reporting to the Technical Support Manager . 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. Qualifications - 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. Requirements - 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, Hawaii, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, and Wyoming. Benefits - 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.

• Troubleshooting/investigation of customer-reported issues and questions • Communication and analysis of relevant concepts, configuration setups and product information • Positioning and accommodation of relevant Kantata SX capabilities and services • Escalation handling, prioritization, communication, and customer advocacy for resolving issues • Enablement and engagement with colleague teams to enhance customer experience • Time-specific shift attendance and resource schedule compliance • Ability to be successful in self-management and participation in voice and video meetings