Technical Support Representative

About the Role
The hiring organization is seeking a Technical Support Representative for a full-time position in the United States. In this role, the representative will serve as the primary point of contact for incoming support and customer service requests across the organization's products, managing end-user inquiries and light technical issues from intake through final resolution. Reporting to the Engineering Manager, this individual will operate independently while collaborating closely with the engineering team for escalations and technical support, playing a foundational role in defining and scaling customer support operations.
Key Responsibilities
Serve as the initial point of contact for incoming support requests across products, responding promptly and professionally to end users.
Triage, prioritize, and resolve end-user questions and light technical support issues independently, without requiring development, integration, or configuration work.
Own the complete support ticket lifecycle, encompassing intake, documentation, prioritization, follow-up, and resolution.
Escalate complex issues to the engineering team with clear reproduction steps, technical context, and supporting detail to facilitate prompt resolution.
Follow up consistently on open and escalated tickets to ensure timely completion and maintain clear communication with users.
Identify recurring issues, trends, and user friction points, proactively surfacing insights to product and engineering teams.
Lead the creation and ongoing refinement of support documentation, response templates, FAQs, and knowledge base content.
Monitor and manage support metrics, including response time, resolution time, ticket volume, and customer satisfaction, to identify areas for operational improvement.
Maintain deep, current knowledge of all product offerings as features and capabilities evolve.
Communicate proactively with external users and internal teams regarding status updates, risks, and blockers.
Required Qualifications
4+ years of customer support or technical support experience.
Demonstrated ability to work independently and self-sufficiently, managing priorities and time without close oversight.
Excellent written and verbal communication skills, with the ability to explain technical and operational issues clearly to non-technical users and technical internal teams.
Strong attention to detail in documenting, managing, escalating, and following up on support tickets.
Hands-on experience using customer support and ticketing platforms, such as Intercom, Zendesk, Freshdesk, Jira Service Management, or similar systems.
Demonstrated comfort with light technical troubleshooting, including reproducing issues, interpreting error messages, and gathering relevant diagnostic details for engineering teams.
Sound judgment in triaging and prioritizing competing requests and determining appropriate escalation pathways.
Proactive, solutions-oriented approach with a commitment to user success.
Demonstrated eagerness to establish and optimize support workflows in a newly established function.
Preferred Qualifications
Experience supporting Software-as-a-Service (SaaS) products.
Experience working within healthcare, clinical, or other high-trust operating environments.
Benefits
Medical, dental, and vision coverage, with options for dependent coverage.
Company-sponsored short-term insurance.
Retirement benefits (401k).
Paid parental leave.
Paid time off.
Remote work stipend.

Work arrangement
Yes