Technical Support Specialist

About the Role

Submittable builds software that helps mission-driven organizations create meaningful community impact. Its platform supports nonprofits, government entities, and other purpose-led groups in running programs, managing applications, and distributing funding. The company works with initiatives centered on equity and social justice, children and education, creative and arts, health and wellness, economic justice and opportunity, and environmental and climate efforts.

Submittable is hiring an experienced Technical Support Specialist to join its Support team. This is a full-time remote position reporting to the Technical Support Manager. In this role, you will do more than close support tickets—you will shape a strong customer experience by resolving technical issues quickly and thoughtfully, while working closely with the Customer Success team to help users get full value from the platform.

You will also have the chance to help improve the company’s support approach, service offerings, and customer-focused processes.

Key Responsibilities

• Build strong expertise in the Submittable platform, including customer use cases and internal workflows.
• Deliver empathetic, high-quality support that keeps customer satisfaction strong throughout the user journey.
• Handle inquiries through phone calls, live chat, and email, covering platform navigation, technical troubleshooting, and billing-related questions.
• Provide clear guidance, practical recommendations, and proactive help so users can work more effectively.
• Spot potential customer issues early and address them before they escalate.
• Keep help-center and support resources accurate as the product changes.
• Identify software bugs, test issues, and share enhancement requests with the Product team.

What You Need

• At least 1 year of experience in customer support or technical support, with SaaS or technology-platform experience preferred.
• Strong written and verbal communication skills with the ability to explain technical concepts in simple, friendly language.
• Excellent troubleshooting ability and curiosity to understand the root cause of issues.
• Comfort working with software systems and a general understanding of the software development life cycle.
• Ability to stay organized and calm while managing multiple priorities in a fast-moving environment.
• Working knowledge of help desk platforms and live chat tools.
• Data-tool familiarity such as Excel, Tableau, Looker, or Google Sheets is a plus.
• Basic knowledge of at least one programming language is an added advantage.

Location and Eligibility

This role is remote and open only to candidates who live and reside full-time in the United States. Applicants must be eligible to work in the United States. Scholastic visas and employment visas cannot be accommodated.

Candidates who live in Alaska, Delaware, Hawaii, Louisiana, Maine, New Mexico, North Dakota, Oklahoma, Rhode Island, Vermont, Washington, West Virginia, or Wyoming are not eligible for consideration.

Compensation

The annual salary range for this role is $55,000 to $60,000. Final pay will depend on the candidate’s skills, qualifications, experience, and location.

Benefits

• Comprehensive health and life insurance, with optional HSA, FSA, and DCA accounts
• 401(k) with employer matching starting on day one
• Equity stock options
• Flexible scheduling, remote work options, and generous vacation and sick leave
• Paid parental leave for mothers, fathers, and adoptive parents
• Professional development stipends
• Opportunities to join community outreach and volunteer activities
• Monthly company-sponsored social gatherings

Inclusion and Belonging

Submittable emphasizes inclusion and belonging as core values. The company aims to create a respectful environment where people from different backgrounds, identities, and perspectives feel safe contributing ideas and doing their best work.

Hiring Process and Important Notice

The company asks candidates to complete identity verification and answer a few early questions to help speed up the evaluation process. Submittable also states that it will not ask for bank details, payments, or personal information during hiring, and it will not make an offer without an interview. Official communication will come only from submittable.com email addresses.

AI Use Policy

Submittable does not allow the use of AI tools, including note-takers, transcription tools, or recordings, during take-home tests or interviews. If accommodations are needed, candidates are encouraged to ask.

Why Join Submittable

Submittable offers a mission-driven environment focused on helping organizations deliver social good through technology. The company highlights collaboration, growth, and the opportunity to directly contribute to meaningful work that supports communities worldwide.