[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.ResponsibilitiesServe as the primary point of contact for customer questions across email, social media, community forums, and support ticketsTroubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper featuresInvestigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issuesEscalate complex technical issues while maintaining clear communication with customersCreate and maintain support documentation, FAQs, tutorials, and knowledge base articlesIdentify common customer pain points and proactively recommend product improvementsAssist customers with onboarding, account management, subscriptions, and licensing questionsMonitor support metrics and help improve response times and customer satisfactionAct as the voice of the customer by providing structured feedback to Product and Engineering teamsSkills2+ years of experience in customer support, technical support, customer success, or a similar customer-facing roleExperience supporting SaaS, developer tools, engineering software, or CAD productsExceptional written and verbal communication skillsStrong problem-solving skills and attention to detailAbility to explain technical concepts in a clear and approachable wayComfortable learning new software and troubleshooting technical issues independentlyHighly organized with the ability to manage multiple customer conversations simultaneouslyEmpathy for users and a passion for delivering excellent customer experiencesFamiliarity with mechanical design, manufacturing, 3D modeling, or engineering workflowsExperience creating technical documentation, tutorials, or help center contentExposure to AI-powered products or technical software applicationsBenefitsCompetitive equityA full benefits package which may vary by geographyCompany OverviewZoo creates infrastructure for hardware design. It was founded in 2021, and is headquartered in Inglewood, California, USA, with a workforce of 11-50 employees. Its website is https://zoo.dev/.