Technical Support Representative

Job Description

 Position Overview:

As a Tier 1 Technical Support Specialist at Quickbase, you will serve as a frontline expert helping customers succeed with our powerful platform. You will leverage your problem-solving skills and product knowledge to deliver exceptional service, guiding users through troubleshooting steps, platform features, and best practices. This role is pivotal in ensuring customer satisfaction, improving platform adoption, and driving innovation by representing the customer voice internally.

You’ll be part of a collaborative and dynamic global team that values continuous learning, technical excellence, and high-quality customer experiences. This is an exciting opportunity to gain hands-on experience with low-code platform technology while contributing to scalable support practices.

Key Responsibilities:

·      Deliver responsive, empathetic, and technically accurate support to customers via phone, email, and screen-share.

·      Investigate and resolve product issues using strong troubleshooting and diagnostic skills.

·      Educate customers on Quickbase platform capabilities and recommended practices to improve efficiency and success.

·      Triage incoming support cases and manage multiple requests in a fast-paced environment.

·      Escalate potential product defects (bugs) and collaborate with internal teams for resolution.

·      Author and maintain internal and customer-facing knowledge documentation (KMS).

·      Act as a liaison to inform customers when reported bugs are resolved and verified.

·      Collaborate cross-functionally with Technical Support peers, Product, and Engineering to represent customer feedback and drive improvements.

·      Support teammates by assisting with onboarding, case collaboration, and active engagement in team communication channels (Zoom, Slack, etc.).

·      Participate in rotational weekend and on-call shifts to ensure 24/7 customer coverage.

Qualifications:

·      1–2 years of experience in customer service, IT support, technical support, or a role requiring troubleshooting, and problem-solving.

·      Strong foundational understanding of software, databases, or platform technologies.

·      Excellent written and verbal communication skills with a professional and empathetic approach to customer interaction.

·      Proven ability to manage competing priorities and maintain composure under pressure.

·      Highly organized, detail-oriented mindset with strong documentation and case tracking practices.

·      Eagerness to continuously learn new technologies and contribute to team success.

Preferred Education:

·      Secondary or higher education in Electronics, Computer Science, Information Technology, Physics, Mathematics, or equivalent technical training.

Technical Competencies:

·      Familiarity with core database and workflow concepts (tables, forms, relationships, CSV handling, etc.).

·      Experience with support case pipeline management and cross-platform integrations.

·      Ability to identify process improvement opportunities and contribute to documentation and training resources.

·      Comfort using modern communication and collaboration tools (e.g., Zoom, Slack, ticketing systems).

Work Schedule:

This position follows a 3 PM – 11 PM EST / 12 PM – 8 PM PST schedule and includes periodic weekend on-call rotations.