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Provide expert-level resolution for the most complex, escalated DealHub support cases, diagnose multi-system issues across DealHub, CRMs and third-party integrations, use advanced SQL and API analysis to find root causes, communicate with customers via ticketing, phone and video, and act as an internal technical reference for the Support team.
Description
DealHub.ai is a leader in business applications, and with its unique quote-to-revenue solution, helps the hottest names in the industry increase their revenue and manage their growth.
With an amazing customer-oriented approach and sharp minds, the Support team helps our customers solve technical problems and find the right solutions for their business needs.
We're seeking a Senior Customer Support Specialist — a deep technical expert on the DealHub platform who can independently untangle the hardest, most ambiguous customer issues, including complex CRM integration and configuration edge cases that go beyond standard troubleshooting playbooks.
Key Responsibilities
- Own and resolve the most complex, technically ambiguous, and escalated support cases for DealHub's customers worldwide.
- Provide expert-level application support on DealHub's platform, with deep knowledge of configuration logic, workflow engines, and integration behavior with CRM platforms (Salesforce, HubSpot, Microsoft Dynamics).
- Diagnose issues that span multiple systems (DealHub - CRM - third-party integrations), tracing root cause across API calls, data sync logic, and configuration layers.
- Work on a ticket system and communicate with customers via email, phone, and video calls — handling cases too complex or high-stakes for standard resolution paths.
- Use advanced SQL to investigate data-layer issues, validate hypotheses, and confirm fixes.
- Serve as the internal go-to technical reference for other Support Specialists on difficult product or integration questions.
- Ensure every ticket is fully solved — not just closed — with a clear understanding of why the issue occurred.
- Make the customer feel confident and well taken care of, even in the most technically difficult situations.
- Have significant, hands-on experience (several years) as a Support Specialist in B2B SaaS companies, with demonstrated depth on the hardest tier of support cases.
- Have advanced, proven experience with CRM integrations and implementations — able to reason about API behavior, data mapping, and sync logic, not just surface-level configuration.
- Have deep familiarity with business applications and CRM platforms (Salesforce / HubSpot / etc.), including their integration architecture.
- Have excellent communication skills and a customer-oriented approach, especially under pressure with complex or sensitive cases.
- Be bold, ambitious, and get things done.
- Think out of the box and lead a surprising, structured problem-solving approach for issues without an obvious playbook answer.
- Have strong, independent command of SQL queries for investigating and validating data issues.
- Have a bachelor's degree in a relevant field (Information Technology / Information Systems).
- Be a great team player, and a natural resource for others when things get technically hairy.
- Be fluent in English (both written and verbal).
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