Technical Customer Support Representative

Technical Customer Support Representative

Our client is seeking a Technical Customer Support Representative to serve as the front line of the customer experience for their SaaS platform. This role is responsible for managing inbound support requests, guiding customers through platform functionality, and ensuring timely resolution of issues. You will support both day-to-day inquiries and time-sensitive customer workflows, including live or scheduled events, while partnering closely with internal teams to deliver a seamless and high-quality customer experience. This position requires strong communication, sound judgement, and the ability to remain calm in high-priority situations, with a primary focus on supporting customers during Pacific Time Zone business hours.

What you will do:

• Manage inbound customer support requests via chat, email, and screenshare with timely and professional communication.
• Troubleshoot platform usage, configuration questions, and basic technical issues.
• Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events.
• Provide real-time assistance for high-priority customer scenarios.
• Identify, document, and escalate bugs or complex issues with clear and actionable context.
• Collaborate with Customer Success, Implementation, and technical teams on complex or high-visibility accounts.
• Maintain accurate documentation of issues, feature requests, and edge cases.
• Contribute to internal knowledge base and support documentation.
• Identify opportunities to improve customer outcomes and platform utilization.

What you will need:

• 2-4 years of experience in customer support, customer success, or a similar role, preferably within a SaaS environment.
• Ability to independently troubleshoot and resolve moderately complex technical issues such as permissions, configurations, or integrations.
• Experience managing a support queue with competing priorities, including time-sensitive workflows.
• Comfort investigating issues across systems such as admin settings, browser behavior, and basic API responses.
• Experience documenting bugs and collaborating with engineering teams using tools like Azure DevOps or similar systems.
• Familiarity with tools such as Intercom, Slack, and ticketing or workflow platforms.
• Strong communication skills with the ability to guide non-technical users clearly and effectively.
• Ability to navigate ambiguity and drive customer issues to resolution.
• Strong organizational skills, attention to detail, and sound judgement on when to escalate issues.
• Comfortable working Pacific Time Zone hours with occasional flexibility for time-sensitive support needs.