Technical Support Specialist (Remote)

Technical Support Specialist

SalesKick | Fully Remote | $50,000–$60,000 USD | 9am–6pm PST or EST

Who We Are

SalesKick is the operating system behind some of the top high-ticket coaching and sales organizations in the industry — the technology layer that turns raw traffic into booked calls into closed revenue. Our clients’ main focus is conversion: every form fill, workflow, calendar booking, sales call, and payment needs to work, every single time. We built SalesKick so they don't have to think about the plumbing — they just see results.

That also means when something breaks, it breaks in the middle of a client's most important asset: their revenue engine. Our clients don't have much patience for “we're looking into it.” They need someone who can look at a form-to-CRM-to-calendar chain, know within minutes where it's actually failing, and either fix it or hand Engineering everything they need to fix it fast.

The Role

The Technical Support Specialist is the technical backbone of our client experience — the person who makes sure the software works exactly as promised, and who catches problems before clients ever have to notice them.

This is not a behind-the-scenes role. A big part of the job happens face-to-face with clients: you'll be on Zoom, screen-sharing, walking someone through a broken workflow in real time while they watch you find the problem and fix it. Clients need to trust the person on the other side of that screen-share — calm, clear, and clearly in control of what they're looking at.

The rest is ownership of the technical surface behind that: diagnosing issues across CRM, workflow, and tracking systems; stress-testing every release before it reaches a single client; writing the documentation that keeps the next ten questions from ever being asked; and handing engineering bug reports so clean they can start fixing instead of re-investigating.

Account Managers own the relationship — the strategy, the consulting, the growth conversations. You own the machinery underneath it. When you're doing this job well, AMs rarely have to think about technical support at all, because problems get caught and solved before they ever reach that level. That's the outcome we're hiring for — not “responds to tickets,” but “makes technical friction disappear.”

What You'll Own

Client Technical Support

• Get on Zoom when a written back-and-forth won't cut it — screen-share, troubleshoot live, and walk the client through the fix in real time while they watch.
• Be the first (and often only) line of defense for technical questions, integration issues, and bugs across SalesKick, GoHighLevel, Zapier, Meta Pixel/Conversions API, Hyros, DNS, and calendar or workflow logic.
• Diagnose fast: know within the first message whether something's a config issue, an integration break, or a genuine product bug, and where in the client journey (Traffic → Form → CRM → Workflow → Calendar → Sales Call → Tracking → Reporting) it's actually happening.
• Own issues until they're truly resolved, not until they've become someone else's problem.

Release Quality & Product Validation

• Test every new feature and release from a client's-eye view before it ships; you're the last checkpoint before something goes live.
• Document findings clearly, verify that bug fixes actually land, and sign off on release readiness from a support standpoint.
• Catch what would otherwise become a client-facing fire drill.

Engineering Partnership

• Turn “it's broken” into a bug report engineering can act on immediately: steps to reproduce, environment, expected vs. actual behavior, and client impact; everything they need to skip re-investigation and go straight to the fix.
• Be the translator between client language and engineering language, in both directions.

Knowledge & Continuous Improvement

• Build and maintain the knowledge base so the same question never has to be answered twice.
• Spot patterns (recurring bugs, confusing workflows, gaps in onboarding) and push fixes upstream instead of just handling the next instance.

Freeing Up Account Managers

• Resolve the large majority of technical questions without pulling in an AM, so they can spend their time on strategy, retention, and growth instead of troubleshooting.

How This Role Is Measured

This role is evaluated against seven KPIs, weighted by how much they drive the outcomes above. Together, they're the full scorecard — there's no ambiguity about what “great” looks like.

KPI 1: Support Responsiveness

Weight: 15%

What's Measured: Average First Response Time; SLA compliance

What “Great” Looks Like: Under 30 minutes during business hours; 95%+ SLA compliance.

KPI 2: Resolution Effectiveness

Weight: 20%

What's Measured: Average Resolution Time; First Contact Resolution %

What “Great” Looks Like: Under 24 hours average resolution; 80%+ resolved without escalation (engineering bugs excluded).

KPI 3: Customer Experience

Weight: 15%

What's Measured: CSAT survey; QA review of tickets

What “Great” Looks Like: 95%+ CSAT; 95%+ QA score.

KPI 4: Account Manager Time Recovery

Weight: 15%

What's Measured: % of technical questions resolved without AM involvement; monthly AM feedback

What “Great” Looks Like: 85%+ of technical questions resolved independently; AM satisfaction of 4.5/5 or higher.

KPI 5: Product QA & Release Validation

Weight: 20%

What's Measured: % of releases QA tested; QA completion within 24 hours; escaped defects

What “Great” Looks Like: 100% of releases tested within SLA; under 5% escaped defects.

KPI 6: Knowledge Base & Documentation

Weight: 10%

What's Measured: New articles; updates to existing documentation; SOP improvements

What “Great” Looks Like: 2–4 meaningful updates per month.

KPI 7: Engineering Escalation Quality

Weight: 5%

What's Measured: Valid bug reports; complete documentation; reproducible issues

What “Great” Looks Like: 95%+ of escalations are valid on the first pass.

What Counts as a Quality Ticket

Every ticket is QA-reviewed against four things: correct diagnosis, correct solution, professional communication, and ownership through to resolution.

What a Clean Bug Report Includes

• Steps to reproduce
• Screenshots or video
• Expected behavior vs. actual behavior
• Environment / browser
• Client impact

Tools You'll Work In

• Zoom (live client calls & screen-shares)
• SalesKick platform
• GoHighLevel
• Zapier
• Meta Pixel & Conversions API
• Hyros
• DNS & domain configuration
• Calendar systems (Calendly, OnceHub, Google Calendar)
• CRM automation & workflow logic

Who We're Looking For

• You're genuinely comfortable client-facing — on camera, screen-sharing, and thinking on your feet during a live troubleshooting call, not just typing an answer into a chat window.
• You can actually troubleshoot. Not “restart it and see” — you understand how CRMs, workflows, calendars, tracking pixels, and DNS all talk to each other, and you can isolate exactly where a chain breaks.
• You think in systems, not tickets. You see the whole client journey and understand how a problem in one link shows up as a symptom somewhere else entirely.
• You own problems past the point of convenience. “I don't know” is a starting point for you, not an ending point.
• You can explain technical things to non-technical people without condescension, and you keep them in the loop while you work.
• You get restless watching the same issue happen twice — you'd rather fix the root cause or document it than answer it again next week.

Growth Path

First 30 Days

• Learn the SalesKick platform and support processes.
• Shadow Account Managers and Engineering; complete QA training.
• Start resolving common support tickets independently.

By 60 Days

• Own the majority of technical support tickets end-to-end.
• Run release QA with minimal oversight.
• Contribute to the knowledge base and escalate clean, reproducible bugs.

By 90 Days

• Resolve 85%+ of technical issues without AM involvement.
• Become the trusted first point of contact for technical support.
• Consistently sign off on production releases and proactively flag recurring issues.

Beyond 90 Days

For the right person, this role is also a proving ground. The technical fluency and client instincts you build here are exactly what's needed to grow into an Account Manager role — owning full client relationships and strategy.

Compensation & Logistics

• $50,000–$60,000 USD, based on experience.
• Working hours: 9am–6pm, PST or EST.
• Fully remote.