Technical Customer Support Specialist

Job Title: Technical Customer Support Specialist
Reporting To: Director of Customer Experience
Location: Remote
Salary: $45,000-$55,000 annually

We're a small team with big ideas. Sky Castle Studios (creator of Hero Forge) is a fully remote company. We're a group of talented artists, developers, character riggers, marketers, customer service agents, and gamers and nerds of all stripes. When we're not brainstorming and building new platforms, we're a group of friends sharing the latest in geek culture, exploring new technologies, and celebrating each other's creative pursuits.
Great work happens when people feel supported, so we offer flexible hours, comprehensive medical, dental, and vision insurance, 401(k) matching, and two company-wide one-week breaks each year on top of PTO and holidays. We also provide a home office equipment reimbursement, education and professional development reimbursement, and of course, free Hero Forge minis.
You should be a self-starter with initiative. We won't be looking over your shoulder, unless you're showing us the cool new thing you just designed.

Sky Castle Studios is seeking a detail-oriented and tech-savvy Technical Customer Support Specialist to join the Hero Forge team. In this role, you will be responsible for providing high-quality, email-based support to our users. You will need to troubleshoot and investigate user-reported issues, reproduce bugs, and document clear, detailed steps for internal teams. 
This position is ideal for someone who enjoys troubleshooting, investigating how systems work, and helping people solve technical problems. While specific tools and workflows will be taught, you must be comfortable working with technology.
You will serve as an important bridge between our customers and our internal teams, helping ensure that issues are clearly understood, properly documented, and resolved efficiently while maintaining an excellent customer experience.

• Respond to customer inquiries via email (Zendesk) with clarity and professionalism.
• Provide in-depth troubleshooting for medium-volume and more complex tickets.
• Investigate and diagnose user-reported issues independently.
• Reproduce bugs and document clear, detailed findings for internal teams.
• Translate technical issues into clear, understandable explanations.
• Communicate issues and escalate to the appropriate internal team members when necessary.
• Identify and document recurring issues or trends.
• Assist in verifying fixes and confirming issue resolution when needed.
• Ensure every interaction reflects our strong commitment to customer care and positive user experience.

• Tech-savvy and comfortable troubleshooting.
• Strong analytical thinking and attention to detail.
• Ability to independently investigate and problem-solve technical issues.
• Organized and able to manage multiple priorities.
• A knack for identifying issues and thinking critically about root causes.
• Excellent written communication skills.
• A strong sense of customer empathy and user experience.
• Ability to collaborate effectively with cross-functional teams.

• Prior experience in technical customer support or a similar troubleshooting-focused role
• Experience writing detailed bug reports and issue documentation.
• Experience using Zendesk or similar ticketing systems.
• An understanding of website design / JavaScript.
• A love of tabletop RPGs!

At Sky Castle Studios, diversity is not just a core value, but a foundation of what we do.  We strive to embrace our differences in the workplace, and to promote respectful representation of all people through the content we create.  Diversity brings fresh perspectives that help us to better serve our community.  Wherever you come from, and whatever background you bring, we’re excited to hear from you!  

Sky Castle Studios is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, religious creed, observance, or practice, color, national origin, ancestry, physical or mental disability, medical condition, marital status, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity, gender expression, age, sexual orientation, military and veteran status, or any other characteristic protected under applicable federal, state, or local law.