SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Whistic is an agentic risk operations platform that helps security and compliance teams assess, monitor, and manage third-party vendor risk. The Sr. Technical Support Specialist (TS3) is the most senior individual-contributor role on the Technical Support team, serving as the subject matter expert across escalations, integrations, product knowledge, and Jira-based issue resolution.
In this role, you will handle the most complex TS1 and TS2 escalations, own sandbox creation and support for customers and partners, and act as a force multiplier for the team. You'll back up the Support Manager when needed, mentor TS1 and TS2 staff, and serve as the primary technical bridge between Support and Product/Engineering.
Key responsibilities include:
**Escalation & Ticket Support:** Support junior team members with troubleshooting and ticket escalation. Serve as Jira ticket expert and Project Admin, leading root cause analysis, STR confirmation, and Dev escalation/prioritization. Handle complex support ticket cases requiring deep technical investigation. Be a subject matter expert on the Whistic platform for troubleshooting and technical support. Get directly on calls with customers/users to help solve issues in real time.
**Leadership & Coverage:** Fill in for the Support Manager/Team Lead when unavailable. Mentor and coach TS team members. Maintain an active voice in weekly TS huddle, team meetings, and triage/Dev calls.
**Tools & Integration Expertise:** Act as SME in supporting tools (SQL, Splunk, Keycloak, Zendesk, etc.). Maintain a strong foundation across the current integration portfolio and prioritize workload accordingly. Investigate, test, and resolve integration portfolio issues (RFPIO, CSA, Bitsight, Jira, API, etc.). Refine and enhance integration best practices. Perform general testing in Salesforce and work with APIs; comfortable at a high level with Okta SSO testing.
**Process Improvement:** Identify gaps in current internal processes and recommend solutions. Help optimize the Zendesk ticket workflow and tooling for faster, higher-quality service.
**Cross-Functional Coordination:** Coordinate efforts with internal teams (Product, Dev, Implementation). Collaborate effectively with DEV, Product, Sales, and Technical Programs.
**Documentation:** Create and update integration training materials and Support processes in internal and external help center.
**Requirements:**
- Demonstrated expertise as a Subject Matter Expert within a technical support environment
- Strong Jira ticket management and project administration skills
- Experience with integration troubleshooting and testing (APIs, Salesforce, SSO platforms)
- Proficiency with SQL, Splunk, or similar technical tools
- Ability to mentor and guide junior support staff
- Strong communication skills for cross-functional collaboration
- Experience with Zendesk or similar ticketing systems
- Comfortable working in a remote environment with asynchronous communication
