Technical Support Specialist

About the role

You will serve as the primary point of contact for customers needing in-depth assistance with Anrok's tax automation platform, ensuring issues are resolved accurately and efficiently. In this capacity, you will own the end-to-end support experience, guiding clients through complex technical scenarios with clarity and patience. You will act as the voice of the customer within the company, synthesizing real-world interactions into actionable insights for product and engineering teams. This role requires you to become deeply fluent in the nuances of global tax compliance as implemented in our system, enabling you to troubleshoot with expert-level understanding. You will leverage structured investigation techniques to isolate root causes and deliver solutions that restore confidence in the platform. Each interaction will be an opportunity to reinforce trust and demonstrate the reliability of Anrok's automated workflows. Ultimately, you will bridge the gap between technical complexity and user confidence, driving satisfaction and long-term retention.

Key facts

What you'll do

• Field detailed technical and product inquiries from customers via multiple channels, diagnosing issues and guiding them toward resolution.
• Partner with the Technical Solutions Engineering team to analyze complex cases, escalating appropriately and tracking resolution progress.
• Translate customer-reported problems into clear, actionable bug reports that include reproducible steps, environment details, and expected behavior.
• Collaborate with engineering and product teams during troubleshooting sessions to gather logs, screen recordings, and system data.
• Develop and maintain internal troubleshooting playbooks and external customer documentation to improve self-service options.
• Utilize A.I. assisted tools to research issues, validate tax logic, and ensure responses align with the latest regulatory updates.
• Monitor knowledge base performance metrics, identifying gaps and updating articles to reflect recent product changes and fixes.
• Serve as a trainer and mentor for new support hires, sharing best practices for handling technical product questions.
• Proactively identify recurring issues and communicate trends to product leadership to influence roadmap priorities.
• Engage with customers in a consultative manner, asking probing questions to fully understand their unique billing and compliance context.
• Maintain detailed case notes and logs within our support platform to ensure continuity and compliance in issue tracking.
• Support the rollout of new features by creating temporary documentation and providing feedback based on early user interactions.
• Balance high-volume ticket resolution with deep-dive investigations, prioritizing based on customer impact and severity.
• Represent Anrok in cross-functional meetings, summarizing customer feedback to drive improvements in the user experience.

Requirements

• You possess a proven track record in a technical support role, with at least three years of hands-on experience in software or technology environments.
• You hold a strong customer-centric philosophy, consistently placing the customer's needs at the center of every interaction and decision.
• You have direct experience collaborating with Product and Engineering teams to diagnose issues and implement lasting solutions.
• You demonstrate comfort engaging with stakeholders at various levels, from end users to technical specialists and executive sponsors.
• You have a history of managing multiple priorities in a fast-paced environment while maintaining attention to detail and accuracy.
• You exhibit excellent written and verbal communication skills, capable of breaking down intricate technical topics into clear, step-by-step explanations.
• You are proficient in navigating internal systems, including support ticketing platforms and documentation repositories, to retrieve and update case information.
• You hold eligibility to work in the United States without sponsorship, as this role requires immediate onsite presence in San Francisco.
• You commit to adhering to Anrok's security and data handling policies at all times, protecting customer information and intellectual property.
• You are legally authorized to work in the United States for the position location specified, with no requirement for company-sponsored work authorization sponsorship.

Nice to have

• You have direct experience with Zendesk or similar enterprise support platforms, leveraging macros, automations, and triggers.
• You have a background in SaaS billing, finance operations, or tax compliance technology, providing context for our product suite.
• You have utilized A.I. tools in a professional capacity to enhance documentation quality or streamline research workflows.

Practical notes

This role is based in San Francisco and requires a hybrid schedule of three days per week in the office. The position is full-time and eligible for standard Anrok benefits as outlined in the offer package. Travel is not required for this role, and candidates must be authorized to work in the United States without company sponsorship.