高级客户支持专员
Senior Customer Support Specialist
Description
DealHub.ai 是业务应用领域的领导者，凭借其独特的报价到收入解决方案，帮助业内最热门的企业增加收入并管理增长。
以出色的客户导向方法和敏锐的思维，支持团队帮助我们的客户解决技术问题，并找到适合其业务需求的正确解决方案。
我们正在寻找一位高级客户支持专家——一位对 DealHub 平台有深入技术理解的专家，能够独立处理最复杂、最模糊的客户问题，包括超出标准故障排除手册的复杂 CRM 集成和配置边缘情况。
关键职责
- 负责并解决 DealHub 全球客户的最复杂、技术性模糊以及升级的支持案例。
- 提供 DealHub 平台的专家级应用支持，深入掌握配置逻辑、工作流引擎以及与 CRM 平台（Salesforce、HubSpot、Microsoft Dynamics）的集成行为。
- 诊断涉及多个系统（DealHub - CRM - 第三方集成）的问题，追踪 API 调用、数据同步逻辑和配置层的根本原因。
- 在工单系统上工作，并通过电子邮件、电话和视频通话与客户沟通——处理那些过于复杂或高风险的标准解决路径无法处理的案例。
- 使用高级 SQL 调查数据层问题，验证假设并确认修复方案。
- 成为其他支持专家在困难产品或集成问题上的内部技术参考。
- 确保每个工单都被彻底解决——不仅仅是关闭——并且清楚了解问题发生的原因。
- 即使在最复杂的技术情况下，也要让客户感到自信并得到妥善照顾。
要求
- 在 B2B SaaS 公司中拥有多年实际支持经验，且在最高级别的支持案例中展现出深度能力。
- 在 CRM 集成和实施方面有高级、可证明的经验——能够分析 API 行为、数据映射和同步逻辑，而不仅仅是表面配置。
- 对业务应用和 CRM 平台（Salesforce/HubSpot/等）有深入了解，包括它们的集成架构。
- 拥有出色的沟通技巧和客户导向的方法，尤其是在处理复杂或敏感案例时能保持冷静。
- 勇敢、有抱负，并能高效完成任务。
- 能够跳出常规思维。
查看英文原文
Description
DealHub.ai is a leader in business applications, and with its unique quote-to-revenue solution, helps the hottest names in the industry increase their revenue and manage their growth.
With an amazing customer-oriented approach and sharp minds, the Support team helps our customers solve technical problems and find the right solutions for their business needs.
We're seeking a Senior Customer Support Specialist — a deep technical expert on the DealHub platform who can independently untangle the hardest, most ambiguous customer issues, including complex CRM integration and configuration edge cases that go beyond standard troubleshooting playbooks.
Key Responsibilities
- Own and resolve the most complex, technically ambiguous, and escalated support cases for DealHub's customers worldwide.
- Provide expert-level application support on DealHub's platform, with deep knowledge of configuration logic, workflow engines, and integration behavior with CRM platforms (Salesforce, HubSpot, Microsoft Dynamics).
- Diagnose issues that span multiple systems (DealHub - CRM - third-party integrations), tracing root cause across API calls, data sync logic, and configuration layers.
- Work on a ticket system and communicate with customers via email, phone, and video calls — handling cases too complex or high-stakes for standard resolution paths.
- Use advanced SQL to investigate data-layer issues, validate hypotheses, and confirm fixes.
- Serve as the internal go-to technical reference for other Support Specialists on difficult product or integration questions.
- Ensure every ticket is fully solved — not just closed — with a clear understanding of why the issue occurred.
- Make the customer feel confident and well taken care of, even in the most technically difficult situations.
Requirements
- Have significant, hands-on experience (several years) as a Support Specialist in B2B SaaS companies, with demonstrated depth on the hardest tier of support cases.
- Have advanced, proven experience with CRM integrations and implementations — able to reason about API behavior, data mapping, and sync logic, not just surface-level configuration.
- Have deep familiarity with business applications and CRM platforms (Salesforce / HubSpot / etc.), including their integration architecture.
- Have excellent communication skills and a customer-oriented approach, especially under pressure with complex or sensitive cases.
- Be bold, ambitious, and get things done.
- Think out of the box and lead a surprising, structured problem-solving approach for issues without an obvious playbook answer.
- Have strong, independent command of SQL queries for investigating and validating data issues.
- Have a bachelor's degree in a relevant field (Information Technology / Information Systems).
- Be a great team player, and a natural resource for others when things get technically hairy.
- Be fluent in English (both written and verbal).
Originally posted on Himalayas