Careers at​ Gloat

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Technical Support Specialist

New York · Full-time · Intermediate

About The Position

Gloat is on a mission to rethink the modern workforce, to bring startup agility to the world’s biggest enterprises, and to put employees in the best position to achieve anything, and we’re looking for an experienced, customer-obsessed, Technical Support Specialist to help fulfill this mission. 

The Technical Support Specialist is a fast-paced role that will have you multitasking across systems and applications while analyzing and investigating a variety of complex technical issues. The role is integral to our goal of achieving service excellence and will have you interacting directly with one of our most important stakeholders—our customers.


  • Respond to customer and end-user inquiries and technical problems through ticketing and chat systems
  • Provide superior service while exceeding SLAs
  • Address customer technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge
  • Document all technical inquiries and issues
  • Work directly with other global support colleagues as well as other functions such as CSMs, TAMs, and R&D to provide fast resolution to customer issues based on customer needs
  • Work directly with R&D teams to investigate issues
  • Formalize and write content for knowledge sharing for both internal purposes and customer-facing platforms
  • Become the subject matter expert for an assigned product domain and own the creation of internal-facing training and troubleshooting materials associated with said domain



  • A passion for customer excellence and providing world-class service
  • At least 3 years experience in Technical Support or a position of similar nature in a SAAS organization
  • Strong technical troubleshooting skills and problem solving capabilities
  • Ability to understand the customer’s business priorities and how issues impact them
  • Experience investigating through logging tools such as Kibana
  • Proven understanding of integrations and APIs and ability to investigate related issues
  • Excellent written and verbal communication skills
  • Experience in directly supporting enterprise-level customers
  • Ability and desire to increase knowledge of products and technologies
  • Ability to work independently as well as with others in a global team environment
  • Experience working in a startup – advantage
  • Experience in the HRTech domain – advantage

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