Technical Customer Support Specialist

About the role

Zoo is building the next generation of hardware design tools redefining how hardware products are designed, developed, and built. Our platform combines a modern, cloud-native CAD environment with AI-powered engineering workflows, helping teams design, iterate, and manufacture products faster than ever before. We are headquartered in Los Angeles, CA with both a local and remote team. We were founded and incubated by Embedded Ventures in 2021. About You We're looking for curious, innovative, and ambitious self-starters to join our growing team to help us bring our mission to life. We think you'll thrive on our team if you're: Curious at your core, with an eagerness to learn and do things differently Customer-focused, always thinking about ways to improve the user experience Able to operate autonomously and work asynchronously, while also being an effective team player We're looking for a Technical Customer Support Specialist to help our users succeed with Zoo Design Studio and Zookeeper. You'll be the first point of contact for customers, helping them troubleshoot issues, answer product questions, and guide them through best practices. This role is ideal for someone who enjoys solving technical problems, communicating clearly, and working closely with both customers and product teams. You'll play a critical role in shaping the customer experience while helping improve our products through direct user feedback.

Responsibilities

• Serve as the primary point of contact for customer questions across email, social media, community forums, and support tickets
• Troubleshoot technical issues related to Zoo Design Studio, CAD workflows, file imports/exports, and AI-assisted Zookeeper features
• Investigate customer-reported bugs, gather reproduction steps, and partner with engineering to resolve issues
• Escalate complex technical issues while maintaining clear communication with customers
• Create and maintain support documentation, FAQs, tutorials, and knowledge base articles
• Identify common customer pain points and proactively recommend product improvements
• Assist customers with onboarding, account management, subscriptions, and licensing questions
• Monitor support metrics and help improve response times and customer satisfaction
• Act as the voice of the customer by providing structured feedback to Product and Engineering teams

Requirements

• 2+ years of experience in customer support, technical support, customer success, or a similar customer-facing role
• Experience supporting SaaS, developer tools, engineering software, or CAD products
• Exceptional written and verbal communication skills
• Strong problem-solving skills and attention to detail
• Ability to explain technical concepts in a clear and approachable way
• Comfortable learning new software and troubleshooting technical issues independently
• Highly organized with the ability to manage multiple customer conversations simultaneously
• Empathy for users and a passion for delivering excellent customer experiences
• Familiarity with mechanical design, manufacturing, 3D modeling, or engineering workflows
• Experience creating technical documentation, tutorials, or help center content
• Exposure to AI-powered products or technical software applications
• Salary Range
• $60,000 - $80,000 USD

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