Technical Support Specialist

Company Overview Captura is a workflow and e-commerce software provider built for professional photographers, uniting products and expertise from Fotomerchant, ImageQuix, Photolynx, Skylab, Studio Ninja, and Studio Source. We build customer-centric tools that simplify workflows and help photographers increase revenue, efficiency, and opportunity. Working for Captura means being a part of an innovative, dedicated, and fast-growing global team where the opportunity for impact, career growth, and learning are embedded in our culture. We are excited to come to work every day and seek team members who are enthusiastic, value collaboration, have ideas to share, and want to continuously grow with our customers. Position Summary As a Technical Support Specialist, you will serve as a trusted technical partner for our customers throughout onboarding and ongoing support. You will provide timely, high-quality support, guide customers through technical setup and best practices, and help ensure they are successful with Workflow by Captura. This role is ideal for someone who enjoys solving complex problems, educating customers, and collaborating cross-functionally to improve the overall customer experience. You'll work closely with Customer Success, Product, and Engineering to identify trends, advocate for customer needs, and drive continuous improvement. Responsibilities Customer Support & Technical Troubleshooting Serve as a primary point of contact for technical support inquiries through shared inboxes, phone, and virtual support channels. Troubleshoot customer issues and provide clear, accurate, and timely resolutions. Utilize account history and available customer data to create a seamless support experience and reduce repetitive customer effort. Escalate complex issues through established support processes, ensuring all relevant troubleshooting and context are documented. Maintain service levels and response expectations across support channels. Customer Onboarding & Education Support onboarding efforts for new customers by serving as a technical resource throughout implementation. Guide customers through platform setup, workflows, and best practices. Promote customer adoption of Captura Education, Community resources, and Office Hours. Provide proactive recommendations that help customers maximize their use of the platform and reduce future support needs. Partner with Customer Success Managers to create a cohesive onboarding experience. Cross-Functional Collaboration Partner with Customer Success to identify onboarding challenges and customer adoption opportunities. Collaborate with Product and Engineering teams by providing customer feedback, feature requests, and recurring issue trends. Participate in testing, documentation reviews, and process improvement initiatives when needed. Help ensure customers receive consistent information and support across departments. Process & Continuous Improvement Identify recurring support themes and opportunities for improvement. Contribute to internal documentation, help center resources, and training materials. Recommend workflow improvements that increase efficiency and improve the customer experience. Support initiatives that drive self-service adoption through Captura Education, Community, and knowledge resources. Who You Are Customer-Focused You genuinely enjoy helping customers succeed and can explain technical concepts in a clear, approachable way. Strong Problem Solver You enjoy troubleshooting complex issues and working through challenges methodically. Collaborative You work effectively across teams and build strong partnerships with Customer Success, Product, and Engineering. Adaptable You thrive in a fast-paced environment and can effectively manage competing priorities. Continuous Learner You are curious, proactive, and always looking for ways to improve processes, documentation, and customer outcomes. Success Metrics (KPIs) First Response Time compliance Resolution Time Customer Satisfaction (CSAT) Onboarding completion and customer readiness Quality and accuracy of technical support interactions Contribution to documentation, process improvements, and customer education initiatives Support Structure Tier 1 High-volume support inquiries, onboarding assistance, product education, and general technical troubleshooting. Tier 2 Complex technical investigations, advanced troubleshooting, engineering collaboration, and high-priority escalations. Why Join Us We firmly believe our differences make us collectively stronger. At Captura, we are committed to building a team diverse in background and experience. We recognize diversity as the presence of differences, including race, gender, religion, sexual orientation, ethnicity, nationality, socioeconomic status, language, (dis)ability, age, religious commitment, and political perspective. Diversity also encompasses differences in principles, values, thoughts, and beliefs. We believe our culture is also rich in opportunities for growth and experience. Captura is an equal opportunity employer that considers all applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Benefits Amazing colleagues Dog-friendly office (for those near Raleigh office) Remote-first work culture with flexible schedule Innovative work environment with resources to bring ideas to fruition 100% employer-covered health, dental, and vision benefits for employee and family 100% employer-covered life, short term disability and long term disability insurance Discretionary/"unlimited" PTO 10 paid holidays 1 floating holiday 401(K) with 4% match Employee engagement program and perks Home office stipend Professional development budget for conferences, courses, and certifications Company offsites and team events throughout the year Show more Show less