About the role
We’re seeking a dependable, customer-focused Technical Support Specialist to join our team. In this role, you’ll be the primary point of contact for customers experiencing product, configuration, and access issues. You care about clear communication, timely resolution, and creating a positive support experience for diverse users across phone, email, chat, and ticketing systems. You’ll collaborate with engineering, product, and ops teams to escalate bugs, suggest product improvements, and ensure customers can use our products successfully.
What you’ll do
Respond to inbound support requests via email, chat, phone, and our ticketing system in a timely and professional manner
Troubleshoot technical issues by gathering relevant details, reproducing problems, and applying documented solutions or workarounds
Document customer interactions, steps taken, and outcomes in the ticketing system to ensure clear handoffs and knowledge continuity
Escalate complex or product-impacting issues to engineering or product teams with clear reproduction steps and customer context
Create and maintain support articles, FAQs, and internal troubleshooting guides to reduce repeat issues and improve self-service
Assist with account and configuration tasks, including user provisioning, permission changes, and basic integrations setup
Participate in on-call rotations or after-hours support when required, ensuring SLAs are met
Provide feedback to product and engineering on recurring pain points and suggest improvements to the product and support processes
How you’ll work
You’ll join a distributed support team that values empathy, clarity, and ownership. Work is organized around customer needs and measurable SLAs. Expect to collaborate closely with cross-functional partners to resolve issues and drive long-term fixes. You’ll split your time between reactive support, proactive monitoring of incident trends, and contributing to documentation and internal training.
Who you are
Experienced in a technical support, customer success, or operations role, with a track record of resolving software or SaaS-related issues
Excellent written and verbal communication skills; able to explain technical concepts clearly to non-technical audiences
Comfortable troubleshooting across web applications, browser/network issues, and common integrations (APIs, SSO, webhooks)
Familiar with ticketing systems and observability tools (e.g., Zendesk, Jira, Sentry, Datadog) or quick to learn new tools
Customer-oriented mindset with patience, empathy, and a solutions-first approach
Organized, detail-oriented, and able to prioritize in a fast-paced environment
Willingness to learn product internals, collaborate on root-cause investigations, and share knowledge with the team
Why this role matters
Exceptional support keeps customers productive and confident in our product. This role reduces churn, surfaces product defects early, and helps shape a better experience for all users. By resolving issues efficiently and feeding insights back to product and engineering, you’ll help improve reliability and trust across our customer base.
Qualifications
2+ years in technical support, customer success, or related technical role supporting SaaS or web applications
Proven experience communicating with customers over email, chat, and phone
Working knowledge of common web technologies (HTTP, REST APIs, JSON), authentication flows (OAuth, SSO), and troubleshooting tools
Comfortable working flexible hours and participating in an on-call rotation as needed
Right to work documentation as required by local regulations
How to apply
Please submit a resume and a brief cover note describing a recent technical issue you resolved, the steps you took, and the outcome. Include links to any relevant documentation samples or public support resources you’ve authored if available. We review applications on an ongoing basis and will contact candidates whose experience most closely matches the role.
