Associate Specialist, Executive Escalations & Premium Support

About the role

ServiceTitan is looking for an Associate Specialist in its Global Support team, based in Yerevan. Associate Specialists act as subject matter experts for the company's products and customers, providing advanced support for issues that frontline Customer Success members cannot resolve. This role focuses on Telecom and works directly with customers, Customer Success Associates, Project Managers and Customer Success Managers.

Key responsibilities

• Act as a Tier 3 specialist supporting Tier 1 and Tier 2 agents, Project Managers and Customer Success Managers.
• Provide advanced 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.
• Prevent escalations using tools such as the Salesforce Support Console, Universal Search, Confluence and Slack, and in-depth testing.
• Deescalate customers through expert product knowledge and strong call handling.
• Spot unintended bugs and recommend escalation paths for Specialists to create JIRA tickets for developers.
• Guide Support Agents in improving their technical knowledge and solutioning skills.
• Help manage emergency protocols and incidents affecting the user experience.

Required profile

• 2-3 years of customer service or technical support experience.
• 1+ years 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 extended 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: Proficiency in Excel or Google Sheets, SQL, Kibana, Fullstory and integrated 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.
• Holistic health and wellness benefits, including company-paid medical, dental and vision coverage available day 1, plus wellness benefits and office massage.
• Parental leave and support, financial planning tools, and an Employee Assistance Program.