Support Specialist

At Drip, we believe the world needs independent retail. Thousands of ecommerce brands all over the globe trust Drip to build engaging and profitable relationships with their customers. Our Nurture Marketing Platform has generated more than $1 billion in revenue for our customers since 2018. We do this by unleashing the power of direct-to-consumer brands’ customer data to deliver perfectly personalized email and SMS marketing strategies that are proven to grow their revenue. And we’re just getting started! We are well-funded, growing super fast, and building a beautiful product with crew members located around the US and in our Minneapolis Hub.

Working at Drip means empowering the ecommerce rebellion alongside some of the best people in the biz. We've worked hard to build an awesome company culture based on our 5 Guiding Principles that are more than just words on a wall (learn more : Ready to empower the rebellion? Join Drip!

About the opportunity

As a Support Specialist at Drip, you’ll be part of our small, nimble team providing technical guidance and unparalleled support for our customers. Our world-first product is in the hands of global merchants, and our team is a critical piece in ensuring their success during usage. The specialist acts as the first point of contact for clients or users facing technical challenges and is expected to provide clear communication and effective solutions. The working hours for this position are 9 : 00am - 5 : 30pm US Central Time M-F.

This is a full-time contractor engagement (PJ). You will be a fully integrated member of our global crew.

We’re engaging and collaborative as we resolve questions and help create customer-facing self-help resources. How do we do that?

Key Responsibilities : Troubleshooting & Problem Solving

Diagnose and resolve software and network-related issues.

Assist users in resolving technical problems with applications, computer systems, and network devices.

Identify root causes of issues and recommend solutions or escalate to higher-level support as needed.

Customer Support

Provide timely and effective customer service via email, chat, or video.

Guide customers through problem-solving steps, explaining technical details in an understandable manner.

Document customer issues and solutions in a ticketing system.

Documentation & Reporting

Create and update technical documentation, user guides, and FAQs.

Report recurring technical issues to management or product development teams to address underlying problems.

Maintain detailed records of customer interactions, resolutions, and troubleshooting processes.

Escalation Management

Work with the Escalations Team to escalate complex issues when first-line troubleshooting does not resolve the problem.

Collaborate with other departments (Product, Engineering, Success) to ensure comprehensive issue resolution.

Skills & Qualifications : Technical Expertise :

Proficiency in operating systems (Windows, macOS, Linux) and common software applications.

Strong understanding of network configurations, protocols (TCP / IP, DNS, DHCP), and hardware components.

Familiarity with ticketing systems and remote troubleshooting tools.

Technically inclined with the ability to understand and work with APIs, integrations, and data flows between systems.

Comfortable reading and interpreting light code (e.g., JSON, HTML, basic scripting) to diagnose issues, troubleshoot integrations, and collaborate effectively with engineering teams.

Curious and adaptable, with a desire to learn new tools, technologies, and platforms quickly.

Problem-solving Ability :

An analytical mindset with the ability to troubleshoot and resolve complex technical issues quickly.

Capable of working under pressure and handling multiple tasks simultaneously.

Communication Skills :

Excellent verbal and written communication skills, able to explain technical issues to non-technical users.

Strong customer service skills with a focus on user satisfaction.

Organizational Skills :

Detail-oriented, with strong documentation and record-keeping abilities.

Ability to prioritize tasks and manage time effectively in a fast-paced environment.

Preferred Experience : Previous experience in a help desk, IT support, or technical support role.

Knowledge of cloud-based services (e.g., AWS, Azure) and virtualization technologies.

Experience with troubleshooting mobile devices (Android, iOS).

Familiarity with APIs, integrations, or automation concepts (hands-on experience a plus, but not required).

Comfort reviewing technical documentation or light code to support troubleshooting and collaboration with engineering teams.

Previous work with an American company

Education & Certifications : Formal education in Information Technology, Computer Science, or a related technical discipline is preferred but not required.

Equivalent experience gained through professional work, certifications, technical training programs, or self-study is highly valued.

Continuous learning mindset, with interest in understanding APIs, integrations, and modern SaaS platforms.

Who You Are :

A solid technical aptitude - we love tech support backgrounds or a history of self-started technical growth.

You’re an empathetic self-starter who loves technology and enjoys helping others to successfully use it - this isn’t run-of-the-mill customer service, we strive for the Melt Your Face experience! We represent the human side of Drip

Passion for helping others internally and externally

Impeccable written and verbal communication and strong attention to detail

In addition, we give bonus points for having a SaaS or Ecommerce background!