Support Specialist

At Drip, we believe that every brand should have the tools to build trusting and lasting customer relationships through personalized, nurturing communication and engagement. Discover more about Drip and how we empower independent brands to grow beyond their wildest dreams.

Visit our Careers Page to learn more about our story, meet our team, and explore the benefits of joining us. At Drip, we don’t just value diversity—we believe it’s a source of strength that drives innovation. Explore more about our culture here.

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.

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 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.
• Problem-solving Ability:
• 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).
  
  

Bonus Points

• You already work with APIs a lot
• Experience reading Liquid code
  
  

Education & Certifications

• High school diploma required; associate's or bachelor's degree in IT, Computer Science, or a related field preferred.
  
  

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!
  
  

Our Interview Process

• Apply, nice to meet you! We've included questions to better understand your skills:
• We love friendly, compassionate, empathetic communication in our messaging to customers. We strive to offer complete resolutions to our problems, not just answers to questions. Anticipatory service is in our team DNA. Thank you for taking the time to complete this exercise to demonstrate your written communication skills. Some resources that you may want to look at while crafting your responses: Drip.com, our marketing site! Drip.com/learn, our learning & resource center!
• Phone Screen with our People Team - 30min
• Team Interview - 30 min with our Customer Support Manager, 30 min with our Director of Support, 30 min with our People Team
• Team Debrief, we will meet to discuss openly about our conversations and share feedback for the hiring manager's final decision. Regardless of outcome, every candidate will get an update from Drip on their interview status quickly.
• Offer, we will call the candidate that we hope will be the next Dripster hire!
  

What We Offer

• Competitive pay and benefits
• Challenging and meaningful problems to solve - you will invariably make a difference and impact
• The chance to learn from some of the best people in the business, including our wildly talented and in-touch leadership team
• A vibrant and devoted team, who still finds time for fun Digital first culture - many of our team members work remotely. We have a hub in Minneapolis, MN and a European Hub in Aarhus, Denmark for in person collaboration.
• Finally, just good humans...no jerks!
  
  

Working for a successful early-stage tech company is something we consider to be a unique and exciting opportunity. As a part of the team you’ll work hard and encounter exciting challenges and adventures along the way. Our positions come with some pretty amazing advantages, opportunities, and fulfillment. So bring your best self and your strongest oars to the Drip crew boat, and we'll bring some pretty great stuff in return.

Drip is an inclusive workplace that upholds the dignity of all people. We value, respect, and celebrate everyone’s individualities and honor their unique strengths from all different walks of life. We embrace diversity of perspective and ideas which leads to people’s growth, product innovation and ultimately a successful business.