Technical Support Representative

About the Company

Validity has been supporting organizations worldwide for over 20 years by delivering trusted data solutions. Its flagship products — Everest, DemandTools, BriteVerify, and GridBuddy Connect — are highly rated tools for sales and marketing professionals, driving effective campaigns and business growth. With offices in Boston, Tampa, Denver, London, Sao Paulo, and Sydney, the company is known for its innovative solutions, collaborative culture, and sustained success.

About the Role

The Technical Support Representative is responsible for addressing requests requiring in-depth analysis, advanced troubleshooting skills, and a strong understanding of product functionality. Responsibilities include assisting users in understanding data, resolving rendering issues, debugging coding errors, and supporting product adoption. This Tier II role focuses on leveraging analytical skills to resolve complex technical challenges as a subject matter expert in product functionality, coding, and Salesforce.

Key Responsibilities

• Provide Tier II support by responding to customer inquiries through cases, phone, and chat.
• Reproduce and resolve customer issues in a sandbox environment, including deciphering debug logs for tools like DemandTools and Salesforce.
• Develop creative solutions and workarounds for bugs until permanent fixes are implemented.
• Escalate critical issues, bugs, and feature requests to engineering while tracking progress on behalf of the support team.
• Collaborate with cross-functional teams to resolve technical challenges.
• Train Tier I team members, Client Success Managers, and new hires.
• Monitor internal communication channels to ensure all questions are addressed, enabling peers to manage cases effectively.
• Use proprietary and publicly available tools, along with customer-provided data, to analyze issues and identify root causes.
• Consistently achieve high customer satisfaction ratings.
• Provide timely and accurate feedback to customers.
• Ensure all assigned support cases meet service-level agreements (SLAs).
• Manage and prioritize multiple open issues simultaneously.
• Assist in developing and updating support procedures, policies, and standards.
• Participate in an on-call rotation during holidays as required.

Required Skills and Qualifications

• At least 4 years of experience in a technical role within a SaaS support environment.
• Strong understanding of Salesforce administration and AppExchange.
• Hands-on experience with network administration, quality assurance, and APIs.
• Proficiency in databases, including SQL and SOQL.
• Ability to interpret debug logs, SOQL queries, and Stack Trace Files.
• Familiarity with APEX code, log file troubleshooting, and JavaScript.
• Strong communication skills to translate technical concepts for non-technical users.
• Proven ability to work independently and manage tasks in a fast-paced environment.
• Experience with support ticketing systems, such as Salesforce or Zendesk.

Preferred Skills and Qualifications

• Experience creating Salesforce reports.
• Salesforce certification.
• Familiarity with MS Dynamics.

For full job details and application instructions, please visit the employer’s official website: