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Salary: USD 75,000 - 80,000 / annual
Lob is transforming direct mail through technology, building a modern logistics and fulfillment engine that helps businesses scale personalized direct mail programs. As Technical Support Specialist I, you'll be the first technical voice customers hear when issues arise. You'll resolve tickets about Lob's direct mail API and dashboard, troubleshooting API errors, webhook issues, address verification, and delivery tracking problems. Your work directly shapes how customers experience the product.
In this role, you'll respond to and resolve customer tickets in Zendesk within SLA, adjusting your explanations to match each customer's technical level. You'll troubleshoot using request IDs, logs, the Lob dashboard, and tools like Postman. You'll explain address verification, mail piece specifications, and delivery tracking to customers ranging from developers to non-technical marketers. You'll leverage AI tools to research issues and draft replies, always verifying outputs before sending. When cases become complex or reproducible bugs emerge, you'll research thoroughly before escalating to Engineering, Solutions Engineering, or Finance with complete context. You'll recognize security, fraud, privacy, and account-hold situations and route them appropriately. You'll tag tickets consistently and flag recurring product friction to the Product team so support trends inform better product decisions. You'll also write and improve macros and help center articles based on patterns in the support queue.
You'll work alongside presales and implementation Solutions Engineers, turning recurring customer questions into self-service resources. The ideal candidate enjoys diagnosing why something broke, explains technical concepts in plain language, and learns technical products quickly. You should be comfortable with clear writing (explaining problems to both developers and non-technical stakeholders), curiosity (digging into documentation before answering), sound judgment (knowing when to escalate), comfort with AI tools (using them to work faster while catching mistakes), composure (managing a busy queue and prioritizing by urgency), and eagerness to learn new technical products.
QUALIFICATIONS:
- 1–2 years of experience in customer support, technical support, or another customer-facing role, ideally at a B2B SaaS or API company
- Comfort reading JSON, HTTP status codes, basic API documentation, and basic HTML/CSS
- Background in establishing and building lasting customer relationships
- Ability to multitask between tickets, emails, and open cases
- Ability to thrive under tight deadlines
- Ability to work in a diverse team environment
- Excellent time and priority management skills
- Excellent communication skills
- Nice to have: Zendesk or similar help desk experience, Postman or curl, browser developer tools, basic SQL, or experience with print, mail, or logistics
