Shift: Rotational Shift. Rotational week-offs.

Expected to work for first 3-4 months (9 AM - 5 PM) on EST time. Shift changes quarterly.

Experience: 3-5 years of overall experience. 2+ years of relevant experience.

Responsibilities — Intermediate Support Ownership:

• Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.

• Independently troubleshoot product, account access, authentication, permissions, workflow, browser, mobile-device, connectivity, and application-performance issues.

• Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.

• Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps.

• Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task.

• Prioritize cases based on customer impact, urgency, and applicable service-level expectations.

• Recognize when an issue requires Level III, Product, or Engineering involvement.

• Produce complete escalations documenting business impact, expected and actual behavior,

reproduction steps, troubleshooting completed, and supporting evidence.

• Maintain accurate ticket notes, categorization, ownership, and resolution documentation.

• Write and update knowledge-base articles, troubleshooting guides, FAQs, and internal support documentation.

• Identify recurring customer issues and share meaningful patterns with senior support specialists and internal teams.

• Follow all security, privacy, access, and customer-data handling requirements.

What Your Day-to-Day Will Look Like:

• Manage a queue of customer conversations and tickets across different levels of urgency and complexity.

• Troubleshoot issues that require more investigation than standard first-line guidance.

• Reproduce customer problems and isolate potential causes across different devices and environments.

• Maintain clear and empathetic communication throughout the investigation.

• Keep customers informed when resolution requires additional time or another team’s involvement.

• Work with Level III specialists and internal teams on complex technical cases.

• Verify fixes or workarounds and confirm the customer’s outcome before closing a case.

• Document lessons learned and contribute to improvements in support procedures.

• Meet quality, productivity, service-level, documentation, and customer-experience expectations. Requirements:

• Two or more years of experience in technical customer support, preferably supporting a B2B SaaS product.

• Experience independently owning customer cases from intake through resolution.

• Strong understanding of web and mobile applications, browsers, operating systems, account access, permissions, and basic networking concepts.

• Strong analytical and problem-solving skills, with a methodical approach to investigating issues.

• Ability to gather technical evidence and create clear, actionable escalations.

• Excellent written and verbal communication, including the ability to explain technical concepts to non-technical customers.

• Strong case-management, documentation, and organizational skills.

• Experience using Zendesk, Intercom, or comparable support platforms.

• Ability to work independently while collaborating effectively with distributed teams.

• Commitment to continuous learning and support-process improvement.

Preferred Qualifications:

• Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.

• Experience supporting enterprise or operational-software customers.

• Familiarity with maintenance, manufacturing, facilities, or asset-management workflows. ----------------------

Primary Skills: Strong written and verbal communication, Technical skills, Experience in SAAS

Secondary Skills: Zendesk and Intercom