Customer Support Specialist
Remote - mostly East Coast hours
Up to $80,000 depending on experience and skills
We have a SaaS B2B technology product that serves a niche market and we have been established for years.
We are looking for a Customer Support Specialist to join our growing support team. This role is ideal for a technically skilled professional who enjoys solving complex customer issues, working directly with clients, and serving as a key partner in delivering an exceptional customer experience.
The successful candidate will field support issues through our ticketing system, work closely with customers to understand and troubleshoot problems, and take ownership of resolving issues through to completion. This individual should be comfortable working across the full technology stack from a support perspective, including user interfaces, databases, and middleware. Strong middleware expertise is highly desirable.
This role provides Tier 1 and Tier 2 technical support and requires collaboration with product, engineering, and other internal teams to resolve more complex issues.
Responsibilities:
- Provide Tier 1 and Tier 2 support to customers, ensuring issues are resolved accurately and within established service levels.
- Manage support requests through the ticketing system and maintain clear communication throughout the resolution process.
- Work directly with customers to identify, troubleshoot, and resolve technical issues.
- Take ownership of customer incidents and drive them to successful resolution.
- Support customer environment upgrades and implementation of product releases.
- Maintain a strong understanding of customer environments, projects, and technical solutions.
- Troubleshoot application, database, and middleware-related issues.
- Configure products and implement fixes as needed.
- Test, validate, and document issue resolutions.
- Escalate complex issues appropriately and collaborate with cross-functional teams to achieve resolution.
- Contribute to knowledge-sharing and process improvement initiatives within the support organization.
- Participate in after-hours support and on-call rotations as required.
-Perform other related duties as assigned.
Qualifications:
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent professional experience.
- 3+ years of experience in a technical support, application support, or customer-facing technical role.
- Strong analytical, troubleshooting, and problem-solving skills.
- Advanced technical aptitude with the ability to quickly diagnose and resolve issues.
- Experience supporting the full technology stack, including: User Interface (UI), Databases, Middleware
Application integrations.
- Strong understanding of customer support processes and ticket management systems.
- Excellent written and verbal communication skills.
- Strong documentation and knowledge management abilities.
- Exceptional time management and organizational skills.
- Ability to manage multiple priorities in a fast-paced environment.
Pluses:
- Experience with SaaS technology serving the construction industry.
- Experience with time and attendance software.
Benefits
Paid Holidays: 9 holidays
PTO: 6.67 hours per month of PTO (10 days/Year to start)
Sick time: 5 days per year
Bonus: Eligible for discretionary bonus
Retirement Plan: 401k with a match
Insurance: Medical, Dental and Vision
Email Your Resume In Word To
Rhona.Kannon@CyberCoders.com
Looking forward to receiving your resume through our website and going over the position with you. Clicking apply is the best way to apply.
Please do NOT change the email subject line in any way. You must keep the JobID: linkedin : RK3-1996542L323 -- in the email subject line for your application to be considered.
Rhona Kannon - Principal Director
For this position, you must be currently authorized to work in the United States without the need for sponsorship for a non-immigrant visa. This is a new role.
This job was first posted by CyberCoders on 09/07/2026 and applications will be accepted on an ongoing basis until the position is filled or closed.
This job was posted on 09/07/2026 and is open for 60 days
Everforth CyberCoders is proud to be an Equal Opportunity Employer
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity or expression, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, status as a crime victim, disability, protected veteran status, or any other characteristic protected by law. Our hiring process includes AI screening for keywords and minimum qualifications, and a virtual recruiter as part of the application process. A human recruiter reviews all results. Click here for details on our virtual recruiter . Everforth CyberCoders will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable state and local law, including but not limited to the Los Angeles County Fair Chance Ordinance, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act. Everforth CyberCoders is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. Individuals needing special assistance or an accommodation while seeking employment can contact a member of our Human Resources team at Benefits@CyberCoders.com to make arrangements.
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