Department: Technical Support
Reports To: Technical Support Manager
Location: Remote, United States
We are seeking a Level 1 Technical Support Technician to join our Technical Support team and serve as a first point of contact for customers using our SaaS platform. In this role, you will assist customers with product questions, troubleshoot technical issues, and provide clear guidance to help ensure a positive customer experience.
This position is fully remote, with required travel approximately twice per year to support customers at industry events and trade shows. During these events, you will provide onsite customer assistance, answer product questions, troubleshoot issues, and represent the Technical Support team.
This is a great opportunity for someone who enjoys problem-solving, helping customers, and building technical skills in a software environment.
What You'll DoRespond to customer inquiries through phone and email with professionalism, empathy, and technical accuracy
Troubleshoot product-related issues and guide customers through solutions
Provide product guidance and help customers understand how to use the platform effectively
Document customer interactions, troubleshooting steps, and resolutions in the ticketing system
Gather relevant details during troubleshooting and ensure accurate handoffs when escalating issues
Escalate complex issues to Level 2 Technical Support or other internal teams when appropriate
Follow established support processes and contribute to a consistent customer experience
Provide onsite customer support at industry events and trade shows approximately twice per year
Collaborate with internal teams to help resolve customer-impacting issues
Strong customer service and communication skills
A problem-solving mindset and ability to troubleshoot issues step-by-step
Ability to explain technical concepts clearly to customers with varying levels of technical experience
Strong attention to detail when documenting customer interactions and resolutions
Ability to learn new software products and support processes quickly
Comfortable interacting directly with customers, including occasional onsite support at industry events
1+ year of experience in technical support, customer support, help desk, or a related role
Experience supporting SaaS applications or software products
Experience using ticketing systems or customer support platforms
Basic SQL knowledge or experience using database tools for troubleshooting
Fully remote position within the United States
Required travel approximately twice per year to support customers at trade shows and industry events
Travel may include customer interaction, product support, troubleshooting, and technical assistance
Work remotely with a collaborative Technical Support team
Build hands-on experience supporting a SaaS product
Develop technical troubleshooting and customer support skills
Gain customer-facing experience at industry events
Monday - Friday 10:00 AM - 7:00 PM ET
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