Technical Support Specialist

Technical Support Specialist Gryphon AI Boston, MA Job Details $90,000 a year 1 hour ago Benefits Health insurance Dental insurance 401(k) Vision insurance Qualifications SFTP Knowledge management RESTful API Process improvement SOAP Customer support ticket management Technical writing Systems & applications support SaaS Cross-functional collaboration Escalation handling Cross-functional communication

Full Job Description Job Title:

Technical Support Specialist Gryphon AI empowers marketing, customer service, and sales organizations to deliver meaningful revenue growth, an enhanced customer experience, and essential risk mitigation by seamlessly balancing regulatory compliance with business-specific objectives in every interaction. Gryphon ONE is a comprehensive platform that empowers revenue organizations and customer teams with intelligent, fully compliant solutions that enable enterprises to increase revenue, mitigate risk, and provide personalized customer support. With robust communication compliance measures, Gryphon ONE ensures that every customer interaction adheres to industry regulations.

General:

The Technical Support Specialist will work under the guidance of Gryphon AI's Senior Manager of Customer Support within the Customer Success organization. We are looking for a passionate customer-obsessed individual with deep technology support and customer-facing expertise. Our ideal candidate will look at how they can make a positive impact, internally and externally, and finds joy in helping customers achieve desired outcomes and create positive impressions in each interaction.

The Team:

The Customer Success organization at Gryphon AI is passionate about seeing every customer achieve professional and business outcomes that strengthen our mutual partnership. Each Technical Support Specialist is on the front-line talking to customers to resolve inquiries and deliver insights to the organization. We are driven to recognize patterns and learn from our customers and employees to innovate and develop world-class excellence. Our Technical Support team is directly connected to Product, Engineering, Customer Success, Implementation, Operations, Sales, and all other teams to encourage process updates, product investments, and training for the whole team. Our goal is to provide a great place to work, a great experience for our customers, and paths to reach your professional goals.

Daily Responsibilities and Activities:

Scheduled shift will be 8:00 AM to 4:30 PM Eastern Triage incoming customer requests via email and phone, gathering context, identifying underlying motivations, and communicating root cause and resolution to the customer Perform structured troubleshooting and issue reproduction for reported product defects and configuration issues, including API and SFTP integrations Use logs and available diagnostic tools to identify the source of reported issues and determine the appropriate resolution or escalation path Monitor ticket content for trends and elevate findings, working across departments to resolve issues and initiate new projects to improve customer experience Collaborate with peers to improve knowledge base content, internal troubleshooting documentation, and support processes Develop deep familiarity with Gryphon ONE platform capabilities and their downstream impact on customer outcomes

Basic Qualifications:

3-5 years of technical support experience in a B2B SaaS environment, supporting enterprise customers Experience with Zendesk, Jira Service Management, Salesforce Support, or other inbound ticketing systems Experience supporting REST and

SOAP API

integrations and secure file transfer operations (SFTP) in a customer-facing context Experience with technical writing and knowledge base management for internal and customer-facing audiences Demonstrated ability to identify recurring issues and drive improvements to support processes, documentation, or team workflows Strong written and verbal communication skills, with the ability to convey product and technical concepts clearly Comfortable working cross-functionally to manage escalations and drive resolution across internal teams Self-directed and curious, with the ability to build product knowledge independently and engage effectively with customer stakeholders at all levels

Preferred Qualifications:

Experience navigating reporting and analytics functions within enterprise SaaS platforms as an end user Experience with Salesforce or other CRM platforms Familiarity with outbound contact compliance, collections, or marketing contact use cases in a B2B context Familiarity with one or more enterprise integration patterns including VoIP/telephony, CRM, REST API, or file-based data exchange

Compensation:

The target compensation range for this role includes a base salary of $90,000 plus a target variable incentive of up to $10,000, along with a comprehensive benefits package including medical, dental, vision, 401(k), and other employee programs. We are an equal opportunity employer. All applicants will be considered for employment without the attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.