Senior Customer Support Representative

ECP is a market-leading SaaS solution that enables senior living communities to better care for their residents. ECP is used in over 8,000 communities around the world. We're looking to further expand by increasing the number of customers that use our software and increasing the scope of how we serve our customers by developing and releasing new products.
Role Overview
As a Customer Support Specialist III (Level 3 Triage) at ECP, you serve as the final Support escalation point and primary technical triage resource before issues are escalated to Dev, Pharmacy, Billing, Compliance, or Product. You are responsible for reproducing complex customer issues, validating bugs, and ensuring that only well-documented, actionable cases reach downstream teams.
This role focuses on deep technical investigation, quality control, and proactive product support. You act as the bridge between Support & other teams—reducing noise, improving issue quality, and helping ensure smoother releases through active participation in testing prior to product launches.
In addition to triage responsibilities, this role supports continuous improvement by identifying systemic issues, strengthening documentation, and enabling Levels 1 and 2 through knowledge sharing.
Core Responsibilities
Technical Triage & Issue Replication
Serve as the final Support escalation point for complex or ambiguous issues prior to Engineering or Product involvement

Reproduce reported issues in staging or test environments to confirm behavior and isolate root causes

Perform detailed technical investigation across product workflows, integrations, and configurations

Determine whether issues represent product defects, configuration problems, or expected behavior

Gather logs, screenshots, steps to reproduce, and environmental context to create complete, actionable tickets

Act as a gatekeeper for escalations, ensuring only validated (to the best of ability) and properly documented issues are passed to Engineering

Assisting with categorization of severity and prioritization of tickets and issues

Monitor ticket data for trends and work proactively with leadership to address

Act as a triage between support & Dev, “translating” ticket information to be digestible in both directions

Act as backup for management needs when manager out of office or requires assistance

Bug Validation & Release Support
Validate suspected bugs by confirming reproducibility and impact

Assist Engineering by providing clear reproduction steps, test scenarios, and customer context

Participate in regression testing and validation of fixes prior to deployment

Support Product and Engineering during release cycles by assisting with QA and pre-launch testing

Help identify potential customer-impacting issues before product launches

Documentation & Systems Management
Maintain highly detailed ticket documentation following ECP best practices

Ensure accurate categorization and tracking of bugs and escalations in HubSpot and ECP’s ticketing system

Contribute to internal technical documentation, troubleshooting workflows, and release notes

Knowledge Sharing & Team Enablement
Provide feedback loops Support regarding root causes and resolutions

Deliver teach-backs after triaged issues to improve frontline troubleshooting and reduce escalation volume

Serve as a technical product expert and trusted resource across Support

Identify recurring patterns and recommend training, documentation, or product improvements

Performance & Operational Excellence
Maintain ownership of triaged issues through resolution, ensuring timely follow-up and cross-team communication

Consistently meet or exceed established KPIs, SLAs, and quality standards

Balance triage workload with testing, documentation, and team enablement responsibilities

Expectations for Success in This Role
Demonstrate strong ownership of technical investigations and escalation quality

Exhibit advanced analytical thinking and attention to detail

Deep understanding of all of our product offerings

Ensure Engineering receives complete, reproducible, and well-scoped tickets

Proactively improve Support effectiveness through documentation and coaching

Maintain a customer-first mindset while operating in a highly technical capacity

Uphold ECP values and represent Support professionally across all teams

Requirements
Requirements

3+ years Customer Service Experience

1+ years escalated Technical Support Experience

Strong understanding of Billing/Financial terminology & process is preferred

Software experience, experience with JIRA, ServiceDesk, & UAT is preferred

Strong problem-solving capabilities, ability to replicate and test suspected bugs

Excellent verbal and written communication skills & ability to clearly communicate steps taken for replication, and suspected issues.

Comfort learning new systems and technologies quickly

Bachelor or Associate's degree preferred

A remote work environment that is compliant with cybersecurity and other company workplace policies

Work Hours / Schedule:

The regular work hours will be 8:00 am CT ( 6:00 am PT, 7:00 am MT, 9:00 am ET) to 5:30 pm CT (3:30 pm PT, 4:30 pm MT, 6:30 pm ET), Monday through Friday.

Support team members are required to participate in the on-call/after-hours rotational schedule

Originally posted on Himalayas