Technical Support Specialist

ArborNote is a SaaS platform built specifically for the tree care industry, helping arborists and tree service companies manage operations with precision tree mapping, proposals, scheduling, and work orders—all in one system. We're known for excellent customer service and are looking for a Customer Support Specialist who enjoys learning software deeply, solving problems, and working closely with both customers and development to ensure issues are fully understood and resolved. This role is a critical link between customer support and development. It requires both strong communication skills and technical curiosity. What You'll Do Collaborate closely with the Customer Service Department Manager and Development Team Learn all areas of the ArborNote application (mobile & desktop) Communicate directly with customers via Zendesk, email, phone, and in-app chat to fully understand reported issues Ask the right questions and gather enough detail to clearly define customer problems Reproduce reported issues in a consistent and methodical way Troubleshoot and diagnose whether issues are related to user workflow, environment (browser, device, connectivity), or product defects Clearly document issues for development using written descriptions, screenshots, and/or video when appropriate Track and manage support tickets with strong organization and attention to detail Take ownership of issues from initial report through resolution, ensuring both the customer and internal team are supported throughout Help create, update, and improve software usage and end-user documentation (how-to guides, help articles, FAQs) Share recurring issues and patterns to help improve the product and support resources What We're Looking For Strong critical thinking and problem-solving skills Excellent written and verbal communication skills Ability to gather and clarify information from customers in a clear and professional manner Patience and attention to detail when troubleshooting and reproducing issues Strong sense of ownership and follow-through Ability to work independently while also collaborating across teams Comfortable learning new software and technical concepts Customer-focused mindset with empathy and professionalism Ability to make sound judgments about whether an issue is user error, environment-related, or a true product issue Nice to Have Experience in SaaS customer support or technical support Experience with Zendesk or similar support ticketing systems Experience with software testing, QA, or bug reporting Familiarity with tools such as Jira, Azure DevOps, or similar Experience supporting mobile applications (iOS / Android) Basic technical knowledge (e.g., browsers, networking basics, or SQL exposure) Why ArborNote Support real professionals in the tree care industry Join a growing SaaS company with a strong customer-first culture Work closely with both customer support and development teams Build skills across customer support, technical troubleshooting, and product knowledge Flexible work environment with room to grow How to Apply Send your resume and a short note explaining your interest to:

Hiring Manager:

Michele Corrao michele.corrao@arbornote.com

Pay:

$72,000.00 - $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

Hybrid remote in Irvine, CA 92618