Technical Customer Support Representative

About The Role & You PublicInput is seeking a Technical Customer Support Representative to serve as the front line of the customer experience. This role is responsible for managing inbound support requests, guiding customers through platform usage, and ensuring timely, effective resolution of issues. This position combines general support responsibilities with support for time-sensitive customer workflows, including live or scheduled events. You will work closely with Tier 2 Support, Customer Success, and Implementation to ensure customers are supported before, during, and after key moments. This role requires strong communication, sound judgement, and the ability to operate calmly in both routine and high-priority situations, with a primary focus on supporting customers during West Coast business hours. What You Will Do Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses 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 when needed for high-priority customer scenarios Identify, document, and elevate bugs or complex issues to Tier 2 with clear and actionable context Collaborate with Customer Success Managers and Implementation 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 help customers better utilize the platform and improve their outcomes Professional Qualifications 2-4 years of experience in customer support, customer success, or similar role (SaaS preferred) Demonstrated ability to independently troubleshoot and resolve moderately complex issues (permissions, data structures, integrations, configuration issues) Experience managing a support queue with competing priorities, including time-sensitive or live customer workflows Comfortable investigating issues across systems (e.g., admin settings, browser behavior, basic API responses, logs) to identify root cause Experience documenting bugs clearly and collaborating with engineering teams using tools like Azure DevOps (or similar) Familiarity with tools such as Intercom, Slack, and ticketing/workflow systems Experience supporting or interacting with enterprise or high-touch customers is a plus Personal Qualifications Strong communicator who can clearly guide non-technical users Demonstrated ability to navigate complex or ambiguous customer scenarios and drive them toward resolution Calm and reliable in time-sensitive or high-pressure situations Curious and proactive problem solver Highly organized with strong attention to detail Good judgement in determining when to resolve independently vs. elevate Additional Requirements Ability to work Pacific Time Zone hours on a consistent basis Comfortable supporting time-sensitive customer needs, including real-time or scheduled events, with occasional after-hours availability Compensation This role pays a market-competitive base salary and is eligible to participate in the company's annual bonus plan. You may also be eligible for our equity incentive program that awards high-performing employees on an annual basis. These option grants are awarded at the CEO's discretion to acknowledge employees who have made significant contributions to achieving our goals. Benefits Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance. Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family. $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee's Health Savings Account (HSA). Pre-tax 401(k): The company provides access to make pre-tax contributions to a 401(k) plan, and will match 50 cents on the dollar up to 6% of an employee's base salary. Legal Bits PublicInput is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other characteristics protected by law. #J-18808-Ljbffr