Senior Customer Support Representative (Remote)

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.

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 

• 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