IT Support Specialist

About Glammatic: Glammatic helps over 600 salons & spas grow their business on autopilot. Our products include Websites, SEO, Social Media, and an AI Receptionist. We’re headquartered in Boston with an international, fully remote team.

About the role: We're hiring a technically-minded IT Support Specialist to be the first line of defense for internal tools and customer-facing technical support issues. This should be someone who's "as close to a software engineer as it gets" without writing production code. You'll be the pressure-release valve for our Engineering team, handling recurring technical requests, admin tasks, and documentation.

Responsibilities:
-Manage phone/IT onboarding and support
-Support website domain IT onboarding and troubleshooting
-Reprocess and manage requests in backend systems
-Handle day-to-day tasks in Stripe Admin (refunds, disputes, account issues)
-Write internal documentation and train Support team
-Build and continuously improve our CS AI knowledge base as the first line of inbound support tickets
-Handling and directing customer escalations

What we're looking for:
-Strong technical aptitude — comfortable in admin panels, basic databases, and SaaS back-ends, even without a coding background
-Fluent English language communication skills
-Experience with Phone IT configurations
-Experience with Website Domain configurations
-Prior experience in technical/IT support, helpdesk, or ops-heavy customer support
-Self-directed and comfortable owning ambiguous problems
-Full-time contractor, remote, open internationally
-Timezone overlap with US Eastern Time