Customer Support Specialist
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Job Description
Customer Support Specialist providing Tier 1 support for a fast-growing SaaS company. Troubleshooting technical issues and collaborating with Engineering and Product teams.
Responsibilities:
- Own and manage the inbound support queue across multiple channels
- Troubleshoot technical issues including integrations, workflows, and data syncs
- Review logs, API activity, and system behavior to identify root causes
- Triage and escalate issues to Engineering with clear documentation and context
- Support customers via email and phone, ensuring clear and timely communication
- Help identify trends and recurring issues to improve product and support processes
- Contribute to documentation and knowledge base articles
- Partner closely with Customer Success, Product, and Engineering teams
- Maintain strong SLA performance and high customer satisfaction
Requirements:
- 2+ years in technical customer support, implementation, or SaaS support role
- Strong troubleshooting skills with an interest in systems, integrations, or APIs
- Experience with support tools (Zendesk, Intercom, Freshdesk, or similar)
- Ability to clearly communicate technical issues in a simple, customer-friendly way
- Comfortable working in a remote, fast-paced environment with high ticket volume
- Strong ownership mindset and ability to manage competing priorities
- Exposure to integrations across HR, compliance, workforce, operational, or third-party data systems
- Experience in scaling support processes or documentation
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