Pattern
Customer Support Specialist
Lehi, UT, US · Full-time
Sponsorship not specifiedDetected 110 days ago
GitMachine LearningForecastingLogisticsCustomer SupportZendeskCommunicationCollaborationProblem Solving
About the role
- is more effective because of the systems and guidance you provide.
Responsibilities
- Own technical support end-to-end, including escalations and high-impact issues.
- Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.
- Establish clear support paths for bugs, feature requests, and system issues.
- Build and optimize scalable support workflows to improve efficiency and experience.
- Define and maintain escalation frameworks and severity levels.
- Translate support insights into clear, actionable feedback for Product and Engineering.
- Partner on prioritization of bugs, features, and improvements.
- Own internal and external knowledge base content, ensuring accuracy and usability.
- Create and maintain troubleshooting guides, SOPs, and support playbooks.
- Standardize processes and responses to drive consistency across the team.
Requirements
- Bachelor's degree.
Skills
- Zendesk, ClickUp (ticketing, workflows, reporting)
- Asana (project tracking, bug intake)
- APIs & integrations (webhooks, data flow concepts)
- Logging/debugging tools
- Github, Cursor, or similar tools (preferred)
- AI tools for troubleshooting and workflow efficiency
- Pattern-developed platforms and tools
Compensation
- Pattern matches 100% of the first 3% in eligible compensation deferred and 50% of the next 2% in eligible compensation deferred.
Benefits
- Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).
Company info
- What's the company culture?
- Ensure consistent, high-quality communication with customers and internal stakeholders.
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This listing is sourced directly from Pattern's careers page and normalized into a canonical job model.