Customer Support Specialist
About The Role The role sits at the intersection of customer empathy and technical depth, resolving issues across a B2B SaaS platform used daily by thousands of teams. Support specialists own the first line of defense: diagnosing API errors, troubleshooting integrations, and guiding customers through product workflows. This matters because support quality directly drives retention and expansion. Every resolved ticket feeds insight back to product and engineering, and specialists are trusted to flag systemic issues before they become churn.
Key Responsibilities
Resolve inbound tickets across Zendesk, Slack Connect, and email, owning issues from first response to confirmed resolution Troubleshoot technical issues including API errors, webhook failures, authentication problems (OAuth, SSO/SAML), and third-party integration bugs Reproduce and document bugs with logs, HAR files, and clear repro steps, then file well-structured reports to engineering via Jira Guide customers through product configuration, data migrations, and billing questions with clear, jargon-free documentation Maintain and improve help-center articles and internal macros to deflect repeat tickets Track ticket trends and escalation patterns, presenting recurring themes to product and engineering in weekly syncs Meet and sustain targets for first-response time, resolution time, and CSAT (90%+) What We Are Looking For 1-3 years of customer support or technical support experience, ideally at a SaaS or technology company Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users Working knowledge of APIs, HTTP status codes, browser dev tools, and reading request/response payloads Hands-on experience with a help desk platform (Zendesk, Intercom, or similar) and comfort with ticket triage and SLAs Ability to work independently in a remote environment and stay organized under high volume Bachelor's degree or equivalent practical experience Bonus: SQL or scripting experience, familiarity with Salesforce or postmortem writing, experience supporting developer-facing products