[Remote] Technical Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Zoo is building the next generation of hardware design tools, redefining how hardware products are designed and built. They are seeking a Technical Customer Support Specialist to assist users with Zoo Design Studio and Zookeeper, serving as the first point of contact for troubleshooting and product inquiries.

Responsibilities

• Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets
• Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features
• Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues
• Escalate complex technical issues while maintaining clear communication with customers
• Create and maintain support documentation, FAQs, tutorials, and knowledge base articles
• Identify common customer pain points and proactively recommend product improvements
• Assist customers with onboarding, account management, subscriptions, and licensing questions
• Monitor support metrics and help improve response times and customer satisfaction
• Act as the voice of the customer by providing structured feedback to Product and Engineering teams

Skills

• 2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role
• Experience supporting SaaS, developer tools, engineering software, or CAD products
• Exceptional written and verbal communication skills
• Strong problem-solving skills and attention to detail
• Ability to explain technical concepts in a clear and approachable way
• Comfortable learning new software and troubleshooting technical issues independently
• Highly organized with the ability to manage multiple customer conversations simultaneously
• Empathy for users and a passion for delivering excellent customer experiences
• Familiarity with mechanical design, manufacturing, 3D modeling, or engineering workflows
• Experience creating technical documentation, tutorials, or help center content
• Exposure to AI-powered products or technical software applications

Benefits

• Competitive equity
• A full benefits package which may vary by geography

Company Overview