Customer Support Specialist

Fire Design AI is building intelligent software solutions for the fire protection industry. Our platform leverages automation, AI, and modern engineering workflows to help fire protection professionals design, review, and manage fire protection systems more efficiently. We are focused on transforming a traditionally manual industry through innovative technology that improves speed, accuracy, and scalability. Role overview . We are looking for a Customer Support Specialist to serve as the primary point of contact for users of the Fire Design AI platform. This role is essential in ensuring customers have a smooth, successful, and positive experience using our software. You will support users through onboarding, troubleshooting, and day-to-day product questions while working closely with engineering and product teams to resolve issues and improve the overall user experience. The ideal candidate is patient, detail-oriented, and comfortable working with both technical software and industry professionals in the fire protection field. Key responsibilities . Respond to customer inquiries via email, chat, and phone in a timely and professional manner. Assist users with onboarding, setup, and navigation of the Fire Design AI platform. Troubleshoot technical issues and escalate bugs or complex problems to engineering. Track, document, and follow up on customer issues and resolutions. Help users understand product features and workflows. Create and maintain help articles, FAQs, and support documentation. Collect and communicate customer feedback to product and engineering teams. Identify recurring issues and help improve product usability. Support training sessions, demos, and customer walkthroughs when needed. Ensure a high level of customer satisfaction and retention. Technical and product scope . In this role, you may work with: Web-based SaaS applications and dashboards. Fire protection design workflows, including sprinkler, alarm, and related systems. Customer onboarding flows and account setup processes. Bug tracking and issue reporting tools. Internal knowledge bases and documentation systems. CRM and support ticketing platforms. Required qualifications . 1-4 years of experience in customer support, technical support, SaaS support, or related roles. Strong communication and interpersonal skills. Ability to explain technical concepts in a simple and clear way. Strong problem-solving and critical thinking abilities. Comfortable working in a fast-paced startup environment. Strong attention to detail and follow-through. Basic understanding of software platforms and web applications. Preferred qualifications . Experience supporting SaaS or technical software products. Familiarity with fire protection, construction, engineering, or similar industries. Experience with support tools such as Zendesk, Intercom, Freshdesk, or similar platforms. Experience working with CRM systems such as HubSpot or Salesforce. Basic technical understanding of APIs, software workflows, or databases. Interest in AI, automation, and emerging technologies. Experience working directly with engineers or product teams. What we are looking for . We value support team members who: Are patient, calm, and solution-oriented. Enjoy helping users succeed with technology. Communicate clearly and professionally. Take ownership of customer issues from start to resolution. Are curious and eager to learn the product deeply. Work well with cross-functional teams. What success looks like . Success in this role means ensuring customers feel supported, understood, and confident using Fire Design AI. You will help reduce friction in the user experience, improve customer satisfaction, and contribute directly to product improvements through feedback and insights. What we offer . Opportunity to work in a fast-growing AI startup. Direct impact on customer experience and product improvement. Collaborative and supportive team environment. Career growth opportunities into product, success, or technical roles. Exposure to AI-driven software and modern engineering workflows. #J-18808-Ljbffr FireDesign