Technical Support Specialist III - highspot

About Highspot

Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.

While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.

About the Role We are looking for a highly skilled Technical Support Specialist to join our Customer Support organization. This is a senior Individual Contributor (IC) role designed for someone who enjoys solving complex technical problems while elevating the capability of the entire support team. As a Technical Support Specialist, you will own the investigation and resolution of critical customer issues, partner closely with Engineering, Product, Customer Success, and Professional Services, and drive operational improvements across our support organization. While this is not a formal people management position, you will play a key role in mentoring Technical Support Engineers, improving technical depth across the team, and influencing support strategy through technical leadership. This role is ideal for someone who enjoys being hands-on, coaching others, and driving scalable customer support practices.

Responsibilities

• Serve as the technical escalation point for complex customer issues across cloud applications, APIs, integrations, authentication, and enterprise deployments.
• Lead end-to-end investigation, troubleshooting, and resolution of critical customer escalations.
• Perform deep technical analysis using logs, SQL, APIs, debugging tools, and cloud platform diagnostics.
• Partner with Engineering to identify product defects, influence prioritization, and validate fixes.
• Work closely with Product, Customer Success, Professional Services, and Engineering to deliver exceptional customer outcomes.
• Mentor and coach Technical Support Engineers through case reviews, debugging sessions, knowledge sharing, and technical guidance.
• Drive continuous improvements in support processes, tooling, documentation, automation, and operational excellence.
• Create and maintain knowledge base articles, troubleshooting guides, and technical playbooks.
• Analyze recurring issues to identify root causes and recommend long-term p