Technical Support Specialist

Lob was founded in 2013 by technical co-founders with a vision to connect the world one mailbox at a time. Today, we're transforming the way businesses use direct mail and bringing the power of technology to a traditionally manual channel. 

Our modern logistics and fulfillment engine helps businesses to build and scale high-quality, personalized direct mail programs without the operational burden. As we grow to meet the evolving needs of our customers and expand our product offerings, we’re building a team to shape the future of direct mail.

Technical Support Specialist I

The Technical Support Specialist I is the first technical voice our customers hear when something isn't working. You'll resolve tickets about Lob's direct mail API and dashboard, from API errors and webhook issues to address verification and delivery tracking. You'll also help turn recurring questions into resources customers can use on their own. You'll join the Solutions Engineering team, working alongside presales and implementation Solutions Engineers, and your work directly shapes how customers experience Lob.

The right candidate is someone who likes figuring out why something broke, explains the answer in plain language, and wants to learn a technical product quickly.

As the Technical Support Specialist, you'll…

• Respond to and resolve customer tickets in Zendesk within SLA, adjusting depth and detail to each customer's plan
• Troubleshoot API errors, webhook delivery issues and HTML template rendering problems using request IDs, logs, the Lob dashboard and tools like Postman
• Explain address verification, mail piece specs and delivery tracking to customers of every technical level
• Use AI tools to research issues and draft replies, and check every output before it reaches a customer
• Research before escalating, then hand off complex cases and reproducible bugs to Engineering, Solutions Engineering or Finance with everything they need to act
• Recognize security, fraud, privacy and account-hold situations and route them to the right owner
• Tag tickets consistently and flag recurring product friction to Product, so support trends lead to better product decisions
• Write and improve macros and help center articles based on what you see in the queue

What will you bring to this role…

• Clear writing: you can explain a technical problem to a developer and to a non-technical marketer, and calm a frustrated customer in the same reply.
• Curiosity: you dig into documentation and logs before answering, and you'd rather confirm than guess.
• Judgment: you know when a ticket is yours to solve and when to escalate, and you ask for help early.