Technical Customer Support Specialist
About The Role
We're looking for a Technical Customer Support Specialist to help our users succeed with Zoo Design Studio and Zookeeper. You'll be the first point of contact for customers, helping them troubleshoot issues, answer product questions, and guide them through best practices. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working closely with both customers and product teams. You'll play a critical role in shaping the customer experience while helping improve our products through direct user feedback.
What You’ll Do
Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets
Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features
Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues
Escalate complex technical issues while maintaining clear communication with customers
Create and maintain support documentation, FAQs, tutorials, and knowledge base articles
Identify common customer pain points and proactively recommend product improvements
Assist customers with onboarding, account management, subscriptions, and licensing questions
Monitor support metrics and help improve response times and customer satisfaction
Act as the voice of the customer by providing structured feedback to Product and Engineering teams
What You’ll Need
2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role
Experience supporting SaaS, developer tools, engineering software, or CAD products
Exceptional written and verbal communication skills
Strong problem-solving skills and attention to detail
Ability to explain technical concepts in a clear and approachable way
Comfortable learning new software and troubleshooting technical issues independently
Highly organized with the ability to manage multiple customer conversations simultaneously
Empathy for users and a passion for delivering excellent customer experiences
Nice to Have
Familiarity with mechanical design, manufacturing, 3D modeling, or engineering workflows
Experience creating technical documentation, tutorials, or help center content
Exposure to AI-powered products or technical software applications
The salary range for this role is provided below. The final offer will depend on multiple factors including candidate experience, skills, expertise, and market data. Compensation may vary by geography. In addition to salary, we offer competitive equity as well as a full benefits package which may vary by geography as well.
Salary Range
$60,000—$80,000 USD