The role is the first point of contact for customers using a cloud-based software platform, troubleshooting technical issues across APIs, integrations, and account configurations while keeping resolution times low and satisfaction high.
Every ticket is a chance to prevent the next one — the role documents solutions, flags bugs to engineering, and turns recurring pain points into product improvements.
Key Responsibilities
- Resolve customer issues across email, chat, and phone within SLA targets
- Diagnose technical problems involving APIs, authentication, and third-party integrations using logs and internal tooling
- Reproduce and document bugs with clear steps, then escalate to engineering with full context
- Write and maintain help-center articles, internal runbooks, and macros
- Track ticket trends and surface recurring product issues to product and engineering teams
- Meet and report on CSAT, first-response, and resolution-time metrics
- Onboard new customers through guided setup calls and technical walkthroughs
- 0-2 years in customer support, technical support, or a customer-facing technical role
- Strong written and verbal communication — able to explain technical concepts to non-technical users
- Basic SQL, JSON, or API troubleshooting skills (reading logs, using Postman, or similar)
- Experience with a help-desk platform such as Zendesk, Intercom, or Freshdesk
- Comfortable working independently in a remote, high-volume environment
- Associate or bachelor's degree in a technical field, or equivalent practical experience
- Bonus: familiarity with Salesforce, SaaS billing systems, or basic scripting (Python, JavaScript)