Customer Support Specialist

About The Role
The role is the first point of contact for customers using a cloud-based SaaS platform, diagnosing and resolving technical issues across APIs, integrations, and account configurations before they escalate.
This work directly shapes retention: every ticket resolved well reduces churn, and every pattern surfaced helps engineering ship fixes faster. The team is remote-first, metric-driven, and closely partnered with product and engineering.
Key Responsibilities
Resolve inbound technical inquiries across Zendesk, Intercom, and phone, owning cases from first response to confirmed resolution
Troubleshoot issues spanning API errors, SSO/SAML configurations, webhooks, and billing — using logs, Postman, and internal admin tooling
Reproduce bugs, write clear repro steps, and escalate to engineering with full context via Jira
Draft and maintain knowledge-base articles, macros, and troubleshooting guides to drive ticket deflection
Track ticket trends and recurring themes; present weekly summaries to product and engineering stakeholders
Meet or exceed SLA targets for first-response time, resolution time, and CSAT
Participate in a rotating on-call schedule for high-severity customer escalations
What We Are Looking For
1-3 years of customer support experience, ideally technical support for a SaaS or software product
Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
Working knowledge of REST APIs, HTTP status codes, browser dev tools, and reading JSON payloads
Hands-on experience with a ticketing system (Zendesk, Intercom, Freshdesk, or similar)
Comfortable toggling between multiple tickets and priorities without losing accuracy
Bachelor's degree or equivalent practical experience
Bonus: SQL basics, experience with SSO/identity products (Okta, Azure AD), or prior on-call escalation experience

Work arrangement
Yes