Level 1 Technical Support Specialist

Level 1 Technical Support Specialist

Fremont, CA

NA S&M – Customer Service

Full-time / Hybrid

About Foxit

Foxit is reshaping how the world works with documents. With more than 700 million users and a global presence across SaaS, cloud, and enterprise solutions, our technology empowers individuals and organizations to create, collaborate, and sign documents securely and seamlessly. We're growing fast—and we're looking for people who want to grow with us.

Position Summary

As a Level 1 Technical Support Specialist, you'll be the first line of defense for customers across Foxit's document and eSign platforms. You'll deliver responsive, high-quality technical support that ensures a smooth customer experience—from onboarding and deployment through daily product use. This role blends technical troubleshooting, customer success, and process improvement, helping users fully realize the value of Foxit's technology while providing critical insights back to our engineering and product teams.

What You'll Do

• Act as the primary contact for incoming support inquiries via chat, email, and voice—resolving issues quickly and professionally.
• Diagnose and troubleshoot technical problems across Windows, macOS, and cloud-based environments.
• Partner with customers during deployment and onboarding to ensure proper installation, configuration, and user adoption.
• Develop and maintain internal knowledge base articles, documentation, and SOPs for recurring issues or workflows.
• Escalate complex cases to Tier 2 / Engineering teams with detailed analysis and recommendations.
• Identify recurring problems and contribute to long-term solutions, influencing product improvements and process design.
• Deliver training and user-enablement sessions that promote best practices across Foxit's software suite.
• Collaborate cross-functionally with Product, QA, and Customer Success teams to drive continual improvement in product usability and support operations.

What You Bring

Required

• Excellent written and verbal communication skills, with a customer-centric mindset.
• Strong analytical and problem-solving abilities with sound independent judgment.
• Ability to multitask and manage time effectively in a dynamic environment.

Preferred

• 1–2 years of experience in software, IT, or education-technology support.
• Familiarity with learning management systems, SaaS applications, or digital collaboration tools (Zoom, Teams, Slack, etc.).
• Demonstrated project-management experience—planning and executing technology rollouts or customer implementations.
• Basic programming knowledge or certifications (e.g., scripting, APIs, SQL).
• Passion for improving processes, systems, and the overall customer experience.

Why Join Foxit

At Foxit, you'll work with a global team that values innovation, accountability, and collaboration. We empower our employees to make an impact, share ideas, and grow their careers in a supportive, fast-moving SaaS environment.