Technical Support Specialist

Company Overview

Captura provides workflow and e-commerce software designed for professional photographers. The company brings together expertise and products from Fotomerchant, ImageQuix, Photolynx, Skylab, Studio Ninja, and Studio Source to create customer-first tools that streamline operations and help photographers grow revenue, efficiency, and opportunity.

Joining Captura means becoming part of a fast-moving, global team that values collaboration, fresh ideas, continuous learning, and meaningful impact. The culture is built around growth, innovation, and working closely with customers to improve their experience.

Role Summary

As a Technical Support Specialist, you will be the go-to technical contact for customers during onboarding and throughout their support journey. You will deliver prompt, accurate help, guide users through setup and best practices, and support their success with Workflow by Captura.

This position suits someone who enjoys solving difficult problems, teaching customers, and partnering with teams across the business to strengthen the customer experience.

Customer Support and Troubleshooting

• Act as a main contact for technical questions coming in through shared inboxes, phone, and virtual support channels.
• Investigate customer issues and provide clear, reliable, and timely solutions.
• Use account history and customer data to keep support interactions smooth and reduce repeated effort from customers.
• Route complex cases through the correct escalation path while ensuring all troubleshooting details and context are captured.
• Keep pace with service targets and response expectations across all support channels.

Onboarding and Customer Education

• Assist with onboarding new customers by serving as a technical guide during implementation.
• Walk customers through platform setup, workflows, and recommended practices.
• Encourage use of Captura Education, community resources, and office hours.
• Offer proactive suggestions that help customers get more value from the platform and avoid future support issues.
• Work with Customer Success Managers to provide a consistent onboarding experience.

Cross-Functional Collaboration

• Team up with Customer Success to uncover onboarding blockers and adoption opportunities.
• Share customer feedback, product requests, and repeating issue patterns with Product and Engineering teams.
• Join testing efforts, review documentation, and support process improvement work when needed.
• Help maintain consistent guidance and support across departments.

Process Improvement

• Spot recurring support trends and areas where the experience can be improved.
• Help build internal documentation, help center content, and training materials.
• Suggest workflow changes that improve efficiency and strengthen the customer experience.
• Support initiatives that increase self-service usage through education, community, and knowledge resources.

Success Profile

• You care deeply about customer outcomes and can explain technical ideas in a simple, friendly way.
• You are comfortable diagnosing complicated issues in a structured and methodical manner.
• You collaborate well with others and build strong working relationships across teams.
• You adapt well in a fast-paced setting and can balance multiple priorities.
• You are curious, proactive, and focused on learning and improving processes.

Performance Metrics

• First response time compliance
• Resolution time
• Customer satisfaction (CSAT)
• Onboarding completion and customer readiness
• Quality and accuracy of technical support interactions
• Contribution to documentation, process improvements, and customer education efforts

Support Structure

Tier 1 work includes high-volume support inquiries, onboarding help, product education, and general technical troubleshooting. Tier 2 work covers complex technical investigations, advanced troubleshooting, engineering collaboration, and urgent escalations.

Why Join Captura

Captura believes diversity makes the team stronger and is committed to hiring people from a wide range of backgrounds and experiences. The company recognizes diversity across race, gender, religion, sexual orientation, ethnicity, nationality, socioeconomic status, language, disability, age, religious commitment, and political perspective, as well as differences in values, thoughts, and beliefs.

Captura is an equal opportunity employer and evaluates all candidates without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Benefits

• Supportive colleagues
• Dog-friendly office for employees near the Raleigh office
• Remote-first culture with a flexible schedule
• Innovative environment with room to develop and execute ideas
• Employer-paid health, dental, and vision coverage for employees and families
• Employer-paid life, short-term disability, and long-term disability insurance
• Discretionary unlimited PTO
• 10 paid holidays
• 1 floating holiday
• 401(k) plan with a 4% match
• Employee engagement program and additional perks
• Home office stipend
• Professional development budget for conferences, courses, and certifications
• Company offsites and team events during the year