Associate Specialist, Executive Escalations & Premium Support

About the role

ServiceTitan is looking for an Associate Specialist to join its Global Support team as a Tier 3 specialist specializing in Telecom. The role supports Tier 1 and Tier 2 agents, Project Managers and Customer Success Managers, and acts as a subject matter expert on ServiceTitan products and services. The shift is Monday to Friday, 5:30 PM to 2:30 AM (Armenia).

Key responsibilities

• Provide advanced Level 3 troubleshooting and workflow solutions to resolve technical issues quickly for customers and internal CS employees.
• Identify workarounds and support recommendations for issues not covered by existing knowledge base articles.
• Use support tools such as the Salesforce Support Console, Universal Search, Confluence and Slack, and run in-depth testing to prevent escalations.
• Deescalate customers through expert product knowledge and strong call handling.
• Spot unintended bugs and recommend escalation paths so Specialists can create JIRA tickets for developers.
• Coach Support Agents on technical knowledge and solutioning, and help manage emergency protocols and incidents.

Required profile

• 2-3 years of customer service or technical support experience.
• 1+ year of demonstrated expertise in ServiceTitan product workflows, configuration and solution design.
• Customer Support Advocate II experience or equivalent understanding of customer business needs and workflows.
• Ability to work in a fast-paced, customer-facing environment with varied hours, including weekends and holidays.
• Deep Level 3+ expertise in all ServiceTitan product areas, including Accounting.
• Preferred: Bachelor's degree.

Required skills

• Demonstrated troubleshooting and solutioning expertise.
• Preferred: Excel or Google Sheets, SQL, Kibana, Fullstory, and platforms such as QuickBooks, Dialpad, Yext and Azuga.

What we offer

• Flexible time off, recognition and support for autonomous work, with a comprehensive onboarding program and leadership training.
• Bonusly rewards and peer-nominated awards.
• Company-paid medical, dental and vision coverage available day 1, plus parent and siblings' insurance, wellness benefit and office massage.
• Parental leave, financial planning tools, Employee Assistance Program and support at all stages of life.