Technical Support Specialist - Automotive Marketing
Chantilly, VA (Remote)
$50K/yr – $60K/yrFull time
Posted 2 months ago
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Job Description
This is a remote position.
Are you tech-savvy with a passion for solving problems and delivering exceptional client support in a dynamic team environment? Join Dealer Alchemist as a Technical Support Specialist and help automotive clients maintain seamless, high-performing websites while contributing to a forward-thinking support operation built on AI-assisted workflows and strong documentation practices.
Key Responsibilities
Work Schedule
Our Support team operates Monday through Friday from 6:00 AM to 6:00 PM MT, and Saturdays from 7:00 AM to 4:00 PM MT. Team member schedules can be structured within these operating hours based on business needs, individual availability, and time zones. Candidates must be available on Saturdays as part of this role.
What We’re Looking For
Benefits
Why Join Us?
Be part of a dynamic team where your skills directly impact client success. You’ll work inside a modern support operation that treats documentation, AI adoption, and process improvement as first-class priorities, not extras. We offer competitive pay, comprehensive benefits, and meaningful growth opportunities in a fast-paced, innovative environment.
Compensation: $50,000 – $60,000
Additional Benefits:
Dealer Alchemist is a hyper-innovative, disruptive digital advertising agency specializing in the automotive industry. Our adaptive response technology (CORe) provides increased conversion, better ad spend efficiency, and full transparency for dealer operators, making it a game changer in our space. We exercise a dealer-centric strategy, eliminating the multi-vendor, multi-dashboard model and consolidating into one cost-effective, turn-key solution so dealers can focus on selling cars. Dealer Alchemist has the highest customer retention rate in our industry, and our employees love working in this exciting, fast-paced environment. We are an equal opportunity employer and welcome applications from all qualified individuals.
Are you tech-savvy with a passion for solving problems and delivering exceptional client support in a dynamic team environment? Join Dealer Alchemist as a Technical Support Specialist and help automotive clients maintain seamless, high-performing websites while contributing to a forward-thinking support operation built on AI-assisted workflows and strong documentation practices.
Key Responsibilities
- Client Support: Manage support tickets through Jira Service Management across multiple intake channels (intake forms, web portal, customer and CSM emails, and inbound calls). Resolve issues spanning inventory updates, vendor integrations, content updates, dealership specials, and reputation management while maintaining swift response times and SLA adherence.
- Technical Troubleshooting: Diagnose website issues (HTML/CSS), troubleshoot vendor integrations, investigate site speed and Core Web Vitals concerns, validate data accuracy across feeds, and escalate complex problems following defined SOPs.
- AI-Assisted Workflows: Leverage AI tooling as a daily part of the job to accelerate ticket triage, draft client communications, summarize technical findings, and surface patterns across cases. Comfort adopting new AI workflows and refining prompts is expected, not optional. Specialists are expected to identify opportunities where AI can reduce manual work and propose improvements to existing automations.
- Documentation & Knowledge Creation: Author and maintain technical documentation, including SOPs, troubleshooting guides, decision flowcharts, and internal knowledge base articles. Strong documentation is a core deliverable of this role, not an afterthought. Specialists are expected to convert recurring ticket patterns into reusable runbooks and contribute to the team's living knowledge base.
- Client Interaction: Communicate via email and phone to provide tailored support, translating technical concepts into clear, actionable solutions for dealership staff with varying levels of technical fluency.
- Cross-Functional Collaboration: Work with internal teams, CSMs, and third-party vendors to implement tools, resolve multi-team issues, and coordinate complex requests such as compliance submissions, digital retailing implementations, and sales event rollouts.
- Product Improvement: Surface recurring issues, churn-risk signals, and process gaps through weekly reporting workflows. Provide structured feedback to product and engineering teams to improve client outcomes.
Work Schedule
Our Support team operates Monday through Friday from 6:00 AM to 6:00 PM MT, and Saturdays from 7:00 AM to 4:00 PM MT. Team member schedules can be structured within these operating hours based on business needs, individual availability, and time zones. Candidates must be available on Saturdays as part of this role.
What We’re Looking For
- Technical Skills: Experience with Jira Service Management, HTML/CSS, and WordPress (preferred). Familiarity with web analytics, vendor integrations, Google Tag Manager, chat tools, and automotive industry platforms.
- AI Fluency: Demonstrated comfort using AI tools in a professional workflow. You don’t need to be an engineer, but you should be the kind of person who experiments with AI to work smarter and is eager to learn structured prompting, AI-assisted documentation, and AI-driven reporting.
- Writing & Documentation: Strong written communication with the ability to produce clear, structured technical documentation. Prior experience writing SOPs, knowledge base articles, or internal training materials is a strong plus.
- Customer Service & Phone Skills: Professional, confident phone presence and the ability to simplify technical concepts in both written and verbal communication.
- Problem-Solving: Analytical mindset with a knack for diagnosing and resolving web-related issues. Comfortable working through ambiguity and thinking creatively about root causes.
- Attention to Detail: Precise record-keeping, accurate ticket categorization, and the ability to multitask in a fast-paced environment.
- Team Orientation: Thrive in a collaborative team environment while operating with strong personal accountability.
Benefits
Why Join Us?
Be part of a dynamic team where your skills directly impact client success. You’ll work inside a modern support operation that treats documentation, AI adoption, and process improvement as first-class priorities, not extras. We offer competitive pay, comprehensive benefits, and meaningful growth opportunities in a fast-paced, innovative environment.
Compensation: $50,000 – $60,000
Additional Benefits:
- Comprehensive benefits package
- Remote work flexibility
- Professional development opportunities
- Rapid company growth with strong internal mobility
- 401K with matching
- Bronze Level Healthcare, Dental, and Vision included
Dealer Alchemist is a hyper-innovative, disruptive digital advertising agency specializing in the automotive industry. Our adaptive response technology (CORe) provides increased conversion, better ad spend efficiency, and full transparency for dealer operators, making it a game changer in our space. We exercise a dealer-centric strategy, eliminating the multi-vendor, multi-dashboard model and consolidating into one cost-effective, turn-key solution so dealers can focus on selling cars. Dealer Alchemist has the highest customer retention rate in our industry, and our employees love working in this exciting, fast-paced environment. We are an equal opportunity employer and welcome applications from all qualified individuals.
Dealer Alchemist
We create sustainable, well-balanced, and high-performing digital marketing platforms – built within client-owned properties – for today’s shopper; at a price sustainable for dealers of all volume levels. Through discipline in our 3-phase approach, data analysis, and technological alchemy, we aim to create the perfect formula yielding the highest possible engagement and acquisition.
