Advanced Technical Support Specialist II

We are looking for the next amazing addition to our team! At Dealr, Inc., we are on a mission to revolutionize the automotive industry by creating simple, joyful dealership experiences. As a cutting-edge SaaS company, we power independent dealerships with dealr.cloud, an all-in-one management platform, and streamline title and registration processes with Dealer Title Solutions (DTS), our groundbreaking electronic titling software.

Our team is a passionate group of innovators, builders, and problem-solvers based in Colorado, working tirelessly to deliver solutions that empower dealerships to thrive. We’re a dynamic company bringing fresh energy and redefining what’s possible. With a strong foundation, significant market share, and exciting growth on the horizon, joining Dealr, Inc. means stepping into a fast-paced, collaborative environment where your work directly impacts the future of the automotive industry. We embrace a culture that values hard work while never losing our sense of humor. We are looking for people who are excited to grow with us.

We are more than just a company—we’re a team united by our commitment to simplify the complex and create true value. Ready to help shape the future? Let’s drive success together.

Check us out:
dealr.cloud → https://dealr.cloud/

Dealer Title Solutions → https://dealertitlesolutions.com

Advanced Technical Support Specialist II

We are seeking an Advanced Technical Support Specialist II to support our higher-tier and Enterprise clients as we continue to grow and bring in a larger market share. In joining our team you would take on a senior-level role on our technical support team, acting as a critical touchpoint for complex customer issues, driving process improvements, and ensuring exceptional client support.

As an Advanced Technical Support Specialist II, you will provide troubleshooting and technical expertise, oversee real-time escalations, and act as a Subject Matter Expert (SME) in multiple areas of the Dealr product suite. Additionally, you will work cross-departmentally with Sales, Implementation, and Retention teams to resolve high-level client concerns, manage technical conversations with enterprise customers, and mentor support staff.

Our ideal candidate has previous experience supporting customers in a SaaS environment, expert problem-solving abilities, excellent communication skills, and strong technical capabilities. They are quick to learn and able to operate independently, contributing to team efficiency while demonstrating leadership in complex customer interactions. 

What You’ll Do

• Provide Advanced Technical Support: Diagnose and resolve complex technical issues, assisting clients and internal teams in navigating challenges.

• Customer Negotiation & Conflict Resolution: Manage challenging customer interactions with professionalism, utilizing strong negotiation, de-escalation, and problem-solving skills.

• Handle Real-Time Client Escalations: Act as an initial escalation point for critical customer issues, ensuring swift and effective resolution.

• Workflow & Ticket Management: Manage Intercom conversations and maintain an organized, high-functioning support queue.

• Cross-Departmental Collaboration: Work closely with Sales, Retention, Implementation, and Product teams to ensure seamless client experiences and timely issue resolution. 

• Enterprise-Level Support & Custom Solutions: Assist in custom reporting, data migrations, dealership form configurations, and other high-touch enterprise client needs.

• Process Improvement & Feedback: Identify inefficiencies, provide feedback to leadership, and help refine internal workflows, customer interactions, and software improvements.

• Manage Special Projects: Take ownership of high-level initiatives, such as transitioning internal tools or systems, optimizing modular reporting, and refining billing workflows.

• Attend & Contribute to Daily Support Meetings: Address outstanding issues, provide resolutions, and ensure alignment across support teams.

• Collaborate & communicate with our development team: You will work closely with our development team to report bugs, feature requests, and UI requests and to provide context so that they can resolve items and more projects forward in a timely manner. 

• Model Professionalism & Customer-Centric Integrity: Lead by example, setting the standard for responsiveness, quality service, and continuous improvement.

Who You Are

• A Tech Titan: You thrive in highly technical environments, with deep expertise in SaaS platforms, APIs, system integrations, and troubleshooting workflows.

• A Great Communicator: You can explain complex technical concepts in simple terms, whether speaking with clients, sales teams, or executives.

• Customer-Centric & Solution-Oriented: You excel at customer advocacy, ensuring that all escalations and concerns are handled with urgency and professionalism.

• A Master Multitasker: You efficiently manage escalations, oversee tickets, train team members, and contribute to process improvements—all at once.

• Super Teachable & Adaptable: You’re quick to learn, adapt, and refine your approach in response to evolving technologies and client needs.

• A Creative Problem Solver: You think on your feet, using both technical expertise and strategic thinking to resolve complex challenges.

• Detail-Oriented & Process-Driven: You have an eye for inefficiencies and work proactively to improve support workflows, documentation, and overall team efficiency.

• A Self-Motivated Learner: You take initiative in learning and problem-solving, quickly adapting to new challenges without much oversight. 

• A Team Player: You thrive in independent work, yet know when to collaborate, share knowledge, and support your team to achieve collective success. 

The typical work schedule will be Monday-Friday 8:00 - 5:00 MT with the possibility of additional hours, on-call support rotation, and flexibility when necessary (1-hour lunch break daily).

Benefits:

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Flex Spending Account

• Life Insurance

• Colorado Secure Savings (Retirement)

• Paid Holidays

• Paid Time Off (vacation/sick)

• Hybrid Work from Home Schedule (after initial 30 days)

  • We provide a 3-2 hybrid work model in which employees are given the opportunity to work from home for up to two designated days per week. (designated days are Tuesday & Friday)

• 3+ years of technical support experience, ideally in a SaaS company, enterprise software, or IT support environment, with a strong understanding of cloud-based delivery and subscription-based models.

• Proven experience handling enterprise-level customer escalations, and technical troubleshooting, while driving customer satisfaction and retention.

• Strong familiarity with help desk ticketing systems (e.g., Intercom, Zendesk, Salesforce Service Cloud).

• Proficiency in data management, API integrations, CRM configurations, and advanced troubleshooting.

• Ability to translate technical status updates into clear, non-technical explanations for stakeholders.

• Experience working cross-functionally with Sales, Product, and Retention Teams.

• Availability for weekend on-call support rotations as needed.