Technical Support Specialist



IT, Customer Service
New York, NY, USA
Posted on Wednesday, May 1, 2024

We create a safe space for communities to thrive.

OpenWeb's mission is to improve the quality of conversations online, building a healthier web where content creators of all kinds are empowered to thrive. As a product company, OpenWeb partners with publishers and brands to build strong, direct relationships with their audiences.

OpenWeb's technology empowers its partners to build vibrant communities rooted in healthy conversations and robust social experiences. OpenWeb works with more than 1,000 top-tier publishers, hosting more than 100 million active users each month.

Founded in 2015, OpenWeb has over 300 employees in New York City, Tel Aviv, Kyiv, San Diego, Canada, London, and Paris and is backed by world-class investors including Georgian, Insight Partners, , Entrée Capital, The New York Times, Samsung Next, Dentsu, and ScaleUp. To date, the company has raised $393 million in funding and is currently valued at $1.5 billion.

To learn more about OpenWeb's platform visit, or follow @OpenWebHQ on LinkedIn and Twitter.

What You'll Do:

  • Act as the technical support expert for our digital publisher partners that have questions or technical issues with OpenWeb’s products and provide solutions and support via email, chat, and video sessions
  • Quarterback product issues from reception through resolution by liaising with internal company teams while also setting expectations with our enterprise partners
  • Manage company's support front-end ticketing system for incoming issue management, review product front-end code (HTML, CSS, JS) and share critical escalations with product development teams in JIRA
  • Analyze technical trends, recommend product and documentation enhancements, and actively contribute to our online community and knowledge base for current FAQ's and solutions

What You'll Bring:

  • Strong CSS + HTML skills with the ability to work independently and build projects using JS + React
  • Prior experience troubleshooting web-based SaaS software and debug familiarity within modern web browsers such as IE, Chrome, Firefox and Safari
  • Understanding of internet technologies including CDN and REST API’s
  • Experience using ticketing and related troubleshooting software such as ZenDesk, JIRA, Salesforce, etc.
  • Excellent and professional written/verbal communication and partner relationship management skills
  • BS degree in MIS, Computer Science, or a related field is preferred, but not required

What You'll Get:

This role compensation package includes an annual base salary ranging between $55,000 - $65,000 (based on candidates' experience and skill set), and other benefits, including:

  • Company Stock Options - we believe that every employee should benefit from the company's success, as we all contribute to it. Hence, we offer stock options to all our employees and continue to reward with more stock options over time.
  • Unlimited PTO
  • 401K matching up to 4%
  • Generous health benefits: Medical, Dental, and Vision - for employees and their dependents
  • $100 monthly phone stipend
  • Insurance policies covered by the company: Short term Disability (STD), Long Term Disability (LTD), Life insurance, AD&D insurance
  • A collaborative work environment working in a hybrid model from our brand new office in SoHo, NYC

The OpenWeb Culture:

We offer a dynamic and unconventional work environment that spans from NYC to Tel Aviv, bringing together a diverse group of world-class and high-caliber techies, wordsmiths, entrepreneurs, and creative thinkers. We empower every individual across our global team to be a catalyst for change and strive to create a work environment where you can have the utmost autonomy over your role and projects from start to finish. If you want to join an innovative tech company where you can challenge yourself, have the freedom to own your work, and make a lasting impact, then you have a spot within our growing community!

OpenWeb is committed to building diverse teams and upholding an equal employment workplace free from discrimination. We hire amazing individuals regardless of race, color, ancestry, religion, sex, gender identity, national origin, sexual orientation, age, citizenship, marital status, pregnancy, medical conditions, genetic information, disability, or Veteran status.

Apply today to build your skills with us as you build a better web for everyone.

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