Are you passionate about solving technical challenges and helping customers get the most out of their software? Do you have experience in the fashion industry and a strong understanding of 3D apparel design technology? We’re looking for a Technical Support Specialist to join our team! In this role, you'll play a crucial part in ensuring a seamless user experience by troubleshooting software issues, providing helpful resources, and contributing to our knowledge base.

What You’ll Do:

• Provide Expert Support – Assist clients with their technical questions, concerns, and challenges via email, phone, or chat.
• Troubleshoot & Resolve Issues – Diagnose and resolve software bugs, technical issues, and complex applications of our software.
• Continuously Learn & Improve – Stay up to date with our latest software features and functionality, incorporating new tools into your expertise.
• Collaborate Across Teams – Work closely with Product Managers and Developers to share user insights, bugs, and feature requests that will shape the future of our products.
• Support Client Success – Partner with Sales and Customer Success teams to understand client needs and provide the right technical solutions.
• Document & Share Knowledge – Contribute to our knowledge base by drafting help articles and sharing solutions with the broader user community.
• Manage Escalations – Escalate complex issues and recurring product quality concerns while keeping clients and internal teams informed.

Who You Are:

• A creative and persistent problem solver, always thinking outside the box.
• An excellent communicator, whether through verbal, written, or visual methods, remotely or in person.
• Passionate about customer satisfaction, with a strong sense of empathy for software users.
• A fast learner, quick to adapt to new software and tools.
• Detail-oriented while also seeing the big picture.
• Able to stay calm under pressure, multitasking in a fast-paced environment.
• A team player who values collaboration and fosters a positive team culture.

What We’re Looking For:

• 2-4 years of relevant experience in either the fashion industry (understanding design and development processes) or customer service/support (understanding issue and relationship management).
• Diploma or Bachelor’s Degree in Fashion Design, Apparel Technical Design, 3D Design, or a related field.
• Advanced experience in 3D design software such as VStitcher and Lotta.
• Proficiency in English (additional languages are a plus!).
• Willingness and ability to travel as needed.

Nice to Haves:

• Proficiency in a second or third language.
• Experience with 2D apparel pattern-making software
• Experience in traditional 3D modeling software and Adobe Substance
• Previous customer service experience related to software support.