Customer Support Associate

Job Description

REQUIREMENTS

• 2-5 years of experience in technical support, application support, or customer-facing SaaS support roles
• Strong troubleshooting skills with the ability to investigate issues methodically and communicate clearly
• Customer-first mindset with strong organization, responsiveness, and attention to detail in fast-paced environments
• Technical fluency with enterprise software, web applications, APIs, integrations, mobile platforms, or cloud technologies
• Experience with support tools such as Jira, Zendesk, Freshdesk, ServiceNow, or similar ticketing platforms
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical audiences
• Collaborative approach working cross-functionally with Engineering, Product, and customer-facing teams
• Comfort operating in startups with evolving priorities, shifting workflows, and high-growth environments
• Flexibility for occasional on-call support or after-hours escalation coverage as needed
• Bachelor’s degree preferred in Computer Science, Engineering, Information Systems, or related fields, or equivalent practical experience
• Be Hungry. Be Humble. Be Honest. And Hustle.

RESPONSIBILITIES

• Own the customer support experience by managing tickets from intake through resolution while meeting SLA expectations
• Troubleshoot complex issues across workflows, configurations, integrations, and our client’s platform functionality
• Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges
• Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows
• Develop product expertise and become a subject matter expert (SME) across key platform areas and customer use cases
• Create and maintain documentation including knowledge base articles, troubleshooting guides, and support playbooks
• Support critical customer operations through escalation handling and occasional on-call support coverage
• Work with global enterprise customers across industries including utilities, telecom, manufacturing, and field service

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