About Integrate

Integrate is a B2B demand orchestration platform that helps enterprise marketing teams capture, validate, and activate leads across every channel — turning fragmented demand generation into a unified, measurable pipeline.

About the Role 

As a Customer Support Specialist – Technical Support, you will join a global technical support team that owns the customer support queue across multiple Integrate product lines. You will work closely with Product Managers, Engineers, and Customer Success while engaging directly with customers to resolve product issues and questions. 

You will become an expert on Integrate’s products, actively managing tickets, joining customer calls, testing and reproducing issues, and helping to improve our support processes and self-service content. This role is ideal for someone with strong technical troubleshooting skills, excellent communication, and a customer-first mindset in a B2B SaaS environment. 

Key Responsibilities 

Customer Support & Ticket Management 

• Act as a frontline Customer Support Specialist handling Integrate product questions and issues via Zendesk (email, chat, and phone). 

• Actively manage the support queue: log, triage, prioritize, and resolve tickets in a timely, human manner. 

• Keep tickets up to date with clear internal notes, including context, steps taken, findings, and resolution details. 

Product Expertise & Troubleshooting 

• Become an Integrate product expert across multiple product lines (e.g., Events, Demand Acceleration Platform, integrations). 

• Troubleshoot customer issues end-to-end, including configuration problems, data issues, integration errors, and user experience questions, using playbooks and internal tools such as Postman and logging pages. 

• Join customer calls as needed to explain product behavior, walk through issues live, and represent Support clearly and professionally. 

Testing, Reproduction & Escalation 

• Test and replicate potential bugs raised by customers; reproduce issues in test environments using tools such as FullStory, internal logs, and sandbox accounts. 

• Clearly document steps to reproduce, expected vs. actual behavior, and impact for Product and Engineering teams. 

• Collaborate with Product and Engineering on tickets escalated into Jira to ensure timely triage, prioritization, and resolution. 

• Provide testing support for product releases, helping validate fixes and new functionality before deployment. 

Knowledge Base & Self-Service 

• Populate and update the Integrate Knowledge Base / Help Center with clear, reusable content based on real cases (e.g., FAQs, troubleshooting guides, workflows). 

• Identify opportunities to improve self-service for customers and internal teams, reducing repeat tickets. 

• Contribute to and refine internal support playbooks, macros, and templates used by the Support team. 

Customer Education & Feedback 

• Deliver product-related training or walkthroughs (with training/Customer Success partners) to help customers better use Integrate products. 

• Capture, organize, and maintain a pipeline of customer feedback and feature suggestions to help Product shape the roadmap. 

• Advocate for customers internally, ensuring their issues and needs are heard and acted on. 

Continuous Improvement & Projects 

• Own and drive small projects that improve support processes, tooling, and customer self-service experiences (e.g., workflow clean-ups, better routing, new dashboards). 

• Participate in pairing sessions, team reviews, and internal learning programs to deepen technical and product knowledge. 

• Other duties as assigned. 

Qualifications 

Experience 

• Previous experience in a Customer Support or Technical Support role within a B2B SaaS environment. 

• Strong background in technical troubleshooting and problem analysis. 

Technical & Analytical Skills 

• Comfort using tools like Postman, logs, or basic scripting/coding (even as a hobby or side project) to support deeper investigation of issues. 

• Experience testing and documenting issues clearly, including steps to reproduce, expected vs. actual behavior, screenshots/logs, and outcomes. 

• Familiarity with CRM and marketing automation platforms (e.g., Salesforce; exposure to HubSpot, Marketo, Eloqua, Dynamics, etc. is a plus). 

• Experience with ticket management systems such as Zendesk and Jira. 

Customer & Communication Skills 

• Strong written and verbal communication skills in English; able to explain technical topics in clear, simple language. 

• Empathetic, patient, and composed when dealing with customers under time pressure. 

• Able to collaborate effectively with customers, Product, Engineering, and other internal teams. 

Mindset & Ways of Working 

• Curious, proactive, and comfortable owning issues through to resolution. 

• Organized and able to manage multiple tickets and priorities in a fast-paced environment. 

• Eager to learn new products, tools, and technologies and to share that knowledge with the team.