Technical Support Specialist

Location: Remote - US

Department: Customer Support

Your Opportunity:

At PLACE, were building a category-defining company at the intersection of real estate, technology, business services, and the consumer. As a profitable, hypergrowth startup, on the path to an IPO, our standards are high, our team is scrappy, and our commitment is to execute the best work of our lives.

This is YOUR CHANCE to shape the backbone of a company thats scaling rapidly and innovating boldly. As our Technical Support Specialist, youll partner with our Support Manager, founders, and executives to serve as the front-line technical point of contact for clients and end users across the Pyramid Platform, Red Bell infrastructure, and associated application suites — resolving issues, delivering training, and driving system improvements from insight all the way through to production. If you thrive in complexity, entrepreneurial problem-solving, and believe in scaling through tech and AI, this is your PLACE.

Who Develops You: Support Manager

What Youre Great At:

Youre a natural troubleshooter who genuinely enjoys helping people work through a problem, whether thats over the phone, over email, or side-by-side during a training session. Youve got a foundation in real estate — maybe REO, rental management, loss mitigation, acquisitions, or short sales — and youre comfortable navigating Excel and Word without a second thought. You dont just close tickets; you notice patterns in them, and youre the kind of person who turns this keeps happening into a real recommendation for how to fix it. You manage your time well, know when to solve something yourself and when to loop in the right person, and you communicate clearly with clients, management, and developers alike. Youre self-motivated, quick to pick up new systems, and comfortable working independently in a remote, fast-moving environment.

What Youll Do:

• Serve as the primary technical support contact for clients, outsourcers, agents, and other end users of the Pyramid Platform and Red Bell infrastructure
• Troubleshoot and resolve inbound technical issues and inquiries received via phone and email, meeting established SLA and quality standards
• Provide onboarding and ongoing training to new and existing users on platform functionality and best practices
• Proactively analyze support ticket trends to identify recurring issues and recommend system or process optimizations that reduce future ticket volume
• Propose new features and platform enhancements based on client feedback and observed usage patterns
• Communicate directly with clients and end users to gather and clarify requirements
• Collaborate with the development team to ensure business and client requirements are accurately understood and met
• Test new features and enhancements for quality and functionality prior to release to production
• Contribute to and maintain internal and client-facing knowledge base content
• Other duties as assigned

Qualifications:

• Proficiency in Microsoft Excel and Word
• Real estate background required
• Experience in REO, Rental Management, Loss Mitigation, Real Estate Acquisition, or Short Sales strongly preferred
• Prior experience in a technical support, help desk, or client support role preferred
• Excellent organizational, time management, and prioritization skills
• Ability to effectively communicate with management, clients, and technical staff
• Self-motivated and willing to learn new systems and skills
• Ability to work independently with minimal supervision, while recognizing when to escalate
• Excellent verbal, written, and interpersonal skills
• Ability to analyze recurring issues and translate findings into actionable recommendations

Salary: $21-27/hour depending on experience. This is a remote role but must be able to work from 8:00am to 5:00pm MST for core hours.

Why PLACE:

We believe people do their best work when theyre trusted, supported, and surrounded by others who are equally driven. Thats why this role includes a work from the PLACE you work best approach – at home, in an office, or on the move. Our competitive benefits include PTO as needed, comprehensive insurance coverage, a 401(k) match, stock option grants, and a stock purchase plan. Every team member is an owner, building the PLACE they are proud to call my company.