Technical Support Specialist

Technical Support Specialist – AirBills

Location: California-based (Remote – U.S. Time Zones Preferred)

Employment Type: Full-Time

Industry: SaaS | PropTech | FinTech

Compensation: $65,000 – $85,000 + benefits + equity option

About AirBills

AirBills is a fast-growing SaaS platform transforming how single-family and short-term rental operators manage utility bills. Through billing automation, analytics, and integrated payments, we empower property professionals to reduce costs and streamline operations. We're looking for a technical support expert to ensure our users receive seamless, top-tier assistance and technical guidance.

Role Overview

As a Technical Support Specialist at AirBills, you'll serve as an essential link between users, product teams, and platform operations. You will handle support requests ranging from troubleshooting login issues, platform bugs, billing discrepancies, to advising on system integrations with property management and accounting tools. This is a hands-on, problem-solving role for a tech-savvy support professional who thrives in a fast-paced, customer-first environment.

Key Responsibilities

• Respond promptly to user support requests via email, chat, and ticketing systems (Zendesk, Intercom)
• Troubleshoot and resolve technical issues across the AirBills platform, including login/access, bill uploads, payment processing, and integrations (Yardi, AppFolio, RealPage, QuickBooks)
• Escalate complex platform bugs, API errors, or system outages to Product and Engineering; follow through to resolution
• Guide users through technical workflows such as platform onboarding, data exports, and account configurations
• Assist customers in setting up and maintaining automations, integrations, and advanced platform features
• Document recurring issues, support processes, and solutions for internal knowledge base and user-facing help articles
• Collaborate with Customer Success, Product, and Engineering to relay user feedback and drive product improvement
• Conduct root-cause analysis on common technical tickets and recommend solutions or optimizations
• Track, analyze, and report on ticket trends and response SLAs to support continual process improvement

Experience & Skills

• 2–4 years’ experience in technical support, product support, or IT helpdesk (SaaS, FinTech, or PropTech preferred)
• Strong troubleshooting and analytical skills — able to diagnose root causes and communicate technical concepts clearly to non-technical users
• Experience supporting cloud-based platforms and integrations (APIs, SFTP, CRM/ERP tools)
• Proficiency with ticketing and knowledge management systems (Zendesk, Intercom, Jira, Confluence)
• Working familiarity with modern SaaS environments, web technologies (e.g., REST APIs), and property management workflows
• Excellent written and verbal communication and a customer-first, empathetic approach

Preferred

• Experience supporting integrations with property management or accounting software (Yardi, AppFolio, RealPage, QuickBooks)
• Basic experience with SQL, spreadsheets, or data exports
• Bachelor’s degree in Information Technology, Computer Science, or related field

What You’ll Get

• Salary: $65,000 – $85,000 plus performance-based bonus and equity
• 100% remote (U.S. time zones preferred)
• Medical, dental, and vision insurance
• 401(k) with company match
• Unlimited PTO, plus mandatory annual recharge period
• Annual learning & development budget for certifications or courses
• Creative, supportive, and innovative team culture