About Us

We Make Knowledge Worth More.

Kajabi is an incredible place to work (if we do say so ourselves). We call our customers our Heroes because they are. We celebrate and support every one of them working to create a thriving business based on what they know and share with the world.

With our robust product features, Heroes have a single ecosystem in which they can publish, market, and sell online courses, membership sites, communities, and other digital products. Tens of thousands of entrepreneurs rely on Kajabi to build and manage their online businesses, and we are proud to have enabled these entrepreneurs to generate over $3.5 billion in sales from nearly 50 million customers to date.

Kajabi is at another inflection point. With over $100 million in revenue and a significant round of funding that values the company at more than $2 billion, we are writing the next chapter in our journey to build a great, enduring company that redefines the knowledge economy.

Learn more at www.kajabi.com.

Technical Support Lead

The Technical Support Lead is the person who works to resolve highly technical issues for Kajabi customers. They are responsible for the delivery of reactive technical support, as well as proactive work. This role will also provide continual improvement of processes and standards to provide a consistent customer experience. Qualified candidates MUST have the ability to communicate to clients and co-workers at both technical and non-technical levels. Ideal candidates are self-directed, innovative, organized, flexible, and can consistently maintain our high-quality standards. The desire and drive to build and maintain customer relationships is a key function of this role. This candidate will also be able to exhibit a sense of urgency in providing exceptional quality service to customers and setting and managing expectations. The role will report to our Escalations Manager.

The Impact you will make

• You’ll be the primary point of contact for SME guidance to team members as they encounter technical issues brought to their attention through our Support channels.
• Provide investigative research for Support tickets where immediate assistance may not be possible and supply your findings to the appropriate parties.
• Provide aesthetic and functional solutions to escalated customer inquiries on creating and developing websites on the Kajabi platform including images, text, audio, video, embedded media, galleries call-to-action buttons, opt-in forms, carousels, countdown timers, blog posts, SEO, and social sharing, site navigation, branding, page scripts, color palettes, theme updates, and many more.
• Assist with escalated customer inquiries on configuring email broadcasts, sequences, and newsletters including setting up custom email domains. Provide insights on email deliverability inquiries.
• Assist with escalated customer inquiries on configuring Kajabi Podcasts, uploading episode transcripts, and answering questions about SEO, file-type compatibility, RSS feeds, and storage and file size limitations.
• Assist with escalated customer inquiries on configuring online lessons and courses through the Kajabi platform including uploading video, audio, image, subtitle, and multi-media files, compressing media, leveraging templates, categorizing and structuring the lessons, and configuring content for future automated availability. Provide insight on file type compatibility and file size limitations.
• Assist with escalated customer inquiries on configuring pricing options for the various Kajabi products including setting up one-time, multiple payments, and subscriptions, receipts, configuring and distributing coupons, and generating and sharing affiliate links. Provide assistance to customers when detaching payment integrations.
• Troubleshoot escalated issues with configuring marketing Funnels and Events, including basic to advanced Automations and opt-in forms.
• Troubleshoot escalated issues with configuring third-party integrations including Aweber, Mailchimp, Drip, ConvertKit, ActiveCampaign, Segment, Google Analytics, Facebook Pixel, Zapier, Clickfunnels, and others by leveraging webhooks or an API secret and key.
• Assist with escalated customer inquiries on configuring a custom domain for their site or subdomain by setting up DNS records or changing nameservers.
• Assist customers with data subject access requests.
• Assist customers with security, privacy, or legal inquiries or work with the appropriate internal team for solutions and answers.
• Assist customers with custom coding requests within reason and scope of the platform.
• Contribute to team and department projects by providing insight on customer friction points and inquiry trends.
• You’ll interface with our engineering and product teams by providing bug reports accompanied by your research and recommendations based on your findings, and attend regular cross-functional meetings.
• Provide assistance to the engineering teams during Incidents by providing customer impact data and updating the App Status page.
• Perform frequent time-sensitive investigations into email broadcasts and take appropriate action based on the findings.
• When communicating with other departments within Kajabi, the Technical Support Lead smooths the flow of information from the customer to technical departments, ensuring that key customer information is captured, including configuration, logs, and use cases for problem replication. The Technical Lead is an effective advocate for the customer, explaining the business impact of the issues.
• Provide training to team members on advanced technical topics as well as inform them of your findings as you discover unique solutions to technical challenges.
• Ensure that your teammates, as well as other departments under the umbrella of Customer Experience (CX), are kept abreast of known issues that arise from feature releases, regular deployments, or general discovery.  
• Aid our Help Center team by providing technical context for the purposes of documentation resources and ensure the accuracy and clarity of information as needed.
• You’ll be a part of the next iteration of our journey to create a world-class support experience and so much more!

Attributes for Success

• 5+ years of SaaS troubleshooting experience in a fast-paced Technical Support capacity.
• Excellent interpersonal skills, including patiently communicating complex issues in time-sensitive environments.
• Strong analytical and investigative ability with a desire to go beyond a surface-level understanding of issues brought to your attention.
• In-depth knowledge and SME-level mastery of the Kajabi platform.
• Advanced knowledge of Front End Web Development tools and technologies (HTML/CSS/Javascript/Liquid/SEO/RSS) and the desire to continue advancing this knowledge.
• Previous experience with CRM software and managing contact lists.
• An advanced understanding of DNS, CNAME, and SSL.
• An advanced understanding of email deliverability and factors that impact it.
• Conducts root cause analysis to identify and resolve technical issues in a timely manner on escalated cases.
• Possesses strong analytical and troubleshooting skills.
• Ability to work independently and takes initiative when an issue is discovered.
• Work well in a team environment.
• Experience mentoring/training staff.
• Good planning and time management skills.
• You are organized and detail-oriented.
• Previous experience with customer support platforms like Zendesk or other support portal tools.
• The role requires you to remain calm under pressure and solve problems in real-time, using strong diagnostic processes and out-of-the-box thinking.

Bonus if you have

• 3+ years working as a Technical Support Engineer, or Lead.
• Previous experience working on an Escalations team.
• A Bachelor’s Degree in MIS, Computer Science, or related field or equivalent experience.
• Git and GitHub experience for version control.
• Previous experience using JIRA, Confluence, and other Atlassian products.
• Previous experience working cross-functionally with other departments like product and Engineering.
• You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration.
• Previous experience mentoring/training staff.
• You have a history of high performance and are known among your peers as the go-to person for help.
• You can clearly and thoughtfully explain new technical concepts to a wide variety of personas.
• You have a thirst for knowledge and a desire to teach others - we care more about your ability to learn than pre-existing knowledge.
• You are motivated to be a self-starter and individual performer effectively contributing to overall team productivity and collaboration.
• You raise opportunities for process improvements and show a willingness to be part of the solution.

Kajabi Team Benefits Package

• Company paid premiums for medical, dental and vision insurance for self and family
• Company sponsored HSA account
• Company 401K, 100% match up-to 6% of employee contributions 
• Equity 
• Flexible vacation policy
• Telecommuting 
• Educational Allowances
• Fitness incentives package
• Company funded mental health resources
• Wellness perks
• Casual Dress

How To Apply

Sound like a good fit for you? Click apply, below!

• Remote and local applicants welcome! 
• Links - Send along any links that best showcase your experience, i.e. your portfolio, LinkedIn, blog posts, other writing samples, etc.

The salary range for this US-based role is $41,364-$55,152 + bonus + equity + benefits (health, welfare, retirement, and paid leave). Our salary ranges are determined by role, level, and location. The range displayed reflects the minimum and maximum target for new hire salaries. Actual base salary may vary based upon, but not limited to, internal equity, internal salary ranges, market data, applicant's skills and prior relevant experience, education, certain degrees, training, certifications, geographic location, travel requirements, and business needs.  

Kajabi LLC  is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, disability, age, veteran status, or any other basis protected by applicable law.