Technical Support Specialist - Remote

About Steer

Steer provides an integrated suite of software solutions tailored for automotive repair shops aiming to enhance profitability. Our platform centralizes essential tools to help shop owners concentrate on their core operations while easing marketing and customer retention tasks. Originating as an online directory for locating mechanics, Steer now offers a robust Customer Relationship Management (CRM) suite that includes text messaging, email automation, direct mail integration, reputation management, appointment reminders, and service recommendations. Recently, we acquired AutoOps, recognized for its intelligent scheduling software that seamlessly integrates with repair shops' websites and Google Business Profiles.

Role Overview

We seek a Technical Support Specialist to join a growing team dedicated to delivering exceptional digital experiences to our clients. This role acts as a liaison between customer success, onboarding, and technical implementation, ensuring clients receive its full value from day one. You will lead customer technical support, contribute to process documentation, and work closely with teams focused on software integration and scheduling to deliver outstanding service.

Key Responsibilities

• Serve as the primary technical support contact, resolving customer issues promptly.
• Handle Level 1 support issues directly and escalate Level 2+ tickets as needed.
• Manage phone number setups, transfers, and troubleshoot ownership challenges.
• Ensure data connections remain stable and reliable.
• Deliver product retraining sessions to customers when necessary.
• Regularly update internal documentation detailing procedures and solutions.
• Provide user experience feedback and suggest feature improvements within product teams.
• Assess compatibility of new software components with existing systems.
• Customize and configure customer-facing templates in alignment with client goals without requiring custom development.
• Implement and enable CRM and scheduling tools including integration, configuration, and training.
• Troubleshoot technical problems and coordinate updates to live configurations promptly.
• Collaborate with colleagues specializing in integrations and CRM setups to ensure seamless service delivery.

Qualifications and Attributes

• Minimum of 2 years’ experience in technical support, onboarding, implementation, or advanced customer service roles, preferably within SaaS or digital tools environments.
• Proven ability to troubleshoot issues, test solutions, and train end-users across multiple products.
• Track record of meeting support goals such as ticket resolution and response times.
• Experience configuring client-facing platforms, dashboards, or templated tools.
• Familiarity with CRM tools, such as HubSpot or Salesforce.
• Preferred: Experience working with APIs, automotive repair industry knowledge, VoIP or telephony systems, remote work success, and startup or SaaS environments.
• Strong communication skills capable of understanding customer perspectives and clearly conveying solutions.
• Resourceful, proactive, customer-oriented, and capable of managing multiple concurrent tasks effectively.

Interview Process

• Initial 20-minute screening.
• Wonderlic assessment test.
• 30-minute interview with hiring manager.
• 30-minute executive interview plus a 1-hour problem-solving exercise.

Compensation and Benefits

• Annual salary of $60,000 USD.
• Fully remote work environment.
• Medical, dental, and vision insurance effective within 30 days, fully employer-paid for medical.
• Equity participation opportunities.
• Flexible paid time off with a minimum of 15 days.
• Generous parental leave policies.
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
• 401(k) retirement plan.
• Learning stipend and work-from-home equipment provided.
• Collaborative culture fostering high ownership and opportunities for professional development.

Equal Opportunity and Culture

Steer encourages candidates from diverse backgrounds to apply, valuing authentic self-expression as central to our success. Our recruitment focuses on potential beyond formal credentials and welcomes applicants even if every requirement is not met.