tech support.

delight along the way.

Key Responsibilities
● Provide exceptional customer-focused technical support primarily via email and chat.
● Diagnose and troubleshoot application, configuration, and integration issues.
● Reproduce customer-reported bugs, document findings, and escalate issues to the
engineering team as needed.
● Collaborate with Product and Engineering to communicate recurring issues and propose
improvements.
● Maintain clear documentation of issue resolutions, troubleshooting steps, and FAQs in
the support knowledge base.
● Deliver an exceptional customer experience by ensuring timely, empathetic, and
accurate responses.
● Act as a first line of defense for product and engineering teams to ultimately protect
bandwidth

Qualifications
Required:
● 3 - 5 years of experience in a SaaS based technical troubleshooting role.
● Strong written communication skills.
● Demonstrated ability to utilize browser developer tools to debug web applications
● Familiarity with modern SaaS architectures and cloud-based platforms.
● Experience working in a face-paced high-growth startup environment
● Familiarity with REST and GraphQL APIs
● Experience supporting U.S.-based or customers across time zones.

● Experience with SQL (querying databases for troubleshooting or reporting).

experience

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