Escalation Technical Support Specialist

We're looking for a Escalation Technical Support Specialist, who is passionate about technical problem solving, working with customers and enabling the customer support team. In this role, you'll develop deep product knowledge, and provide technical support to our customers and to Customer Support Advocates at the Tier 1 level. You'll be performing activities related to complex troubleshooting and internal knowledge sharing in close collaboration with the Customer & Expansion Success Management teams, Product Content, Support Enablement, Escalation Incident Support Specialist Team as well as the Customer Support teams. While based in Hootsuite's Vancouver office or Mexico City office you will report to Manager, Customer Support Escalation Center.

WHAT YOU'LL DO:

• Perform advanced troubleshooting in a multi-channel environment (phone, email, chat, proactive outbound zoom calls) to solve escalated customer issues, and to help raise the bar of our support teams
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