Technical Support Specialist (SL2) – Middle / Senior @ Doumo

We are a fast-growing SaaS platform transforming how accounting and tax professionals run their businesses. Our all-in-one solution powers thousands of firms globally to automate workflows, enhance client experience, and grow efficiently.

This isn’t your average support role. You’ll join a skilled Level 2 support team that acts as the brain trust for tough technical challenges — bridging Support, Product, and Engineering.

• 2+ years of experience in technical support, QA, or systems analysis
• Upper-intermediate or higher English (spoken and written)
• Proficient in reading logs and basic code
• Comfortable with HTML, CSS, and web troubleshooting
• Clear communicator who can explain technical concepts simply
• Strong analytical skills — you thrive on root cause analysis
• Experience with CMS or website builders is a plus
• Located in EST or European time zones

We are a fast-growing SaaS platform transforming how accounting and tax professionals run their businesses. Our all-in-one solution powers thousands of firms globally to automate workflows, enhance client experience, and grow efficiently.

This isn’t your average support role. You’ll join a skilled Level 2 support team that acts as the brain trust for tough technical challenges — bridging Support, Product, and Engineering.

Investigate and resolve escalated technical issues reported directly by customers or escalated internally by the SL1 team., Analyze logs and dig into the codebase to identify bugs or platform issues, Support clients with advanced website setup (e.g., custom domains, landing pages), Assist in configuring integrations and automation workflows, Build step-by-step troubleshooting guides and improve internal documentation, Collaborate closely with developers when deep technical expertise is needed, Participate in cross-team calls to align on ongoing questions and processes, Proactively identify recurring issues and recommend systemic fixes, Cover 2–3 evening shifts per week to support global clients, First Response Time and CSAT, Rate of successful issue investigation without escalation, Internal satisfaction from cross-functional collaboration] Requirements : HTML, CSS