Customer Support Technician Level I

Responsibilities

• Create, maintain, and update customer accounts and access configurations to support accurate platform use
• Support customer onboarding and deliver product training to encourage successful adoption and long‑term value
• Monitor, triage, troubleshoot, and resolve Tier 1 and Tier 2 customer issues in a timely and professional manner
• Communicate clearly with customers throughout the support process, including issue updates, resolution details, and next steps
• Perform recurring operational tasks that support platform performance, data processing, and customer deliverables
• Document issues thoroughly and collaborate with Product, Engineering, and internal stakeholders on escalations and resolution
• Assist with system testing, validation, and release support activities as needed
• Contribute to process improvements, team documentation, and knowledge sharing that enhance customer support operations
• Participate in after‑hours or on‑call support for critical customer issues when required
• Handle sensitive customer and company information with professionalism and confidentiality

High school diploma or GED required; associate or bachelor’s degree in a related field preferred.

• Ability to quickly learn and adapt to new software platforms, tools, and technologies in a SaaS environment
• Working knowledge of data formats and encoding standards such as ASCII and Unicode
• Experience with file formatting, data manipulation, or basic scripting for data validation and processing is preferred
• Experience with monitoring, troubleshooting, or diagnostic tools such as Domo and Microsoft Dynamics CRM
• Proficiency with SFTP clients such as WinSCP, Globalscape, Mule Soft, or File Zilla
• Hands‑on experience with Splunk, including searching, monitoring, alerting, reporting, or dashboarding
• Experience supporting or testing APIs using tools such as Postman or Fiddler, with working knowledge of HTTP protocols and status codes
• Strong customer service skills, ideally in a software, technology, or SaaS environment
• Excellent verbal and written communication skills, including the ability to explain technical concepts clearly to different audiences
• Strong interpersonal skills and the ability to build productive working relationships with customers and internal teams
• Highly organized, detail‑oriented, and able to manage multiple priorities effectively
• Willingness to provide occasional after‑hours or weekend support when needed

• Great teamwork atmosphere
• Flexible work environment
• Competitive salary and equity
• Health (employee medical coverage Employer paid), dental, and vision insurance
• 401K plan with Company Match
• FSA plans
• HSA plan with Company Match
• Supplemental insurance including life, AD&D, short‑term & long‑term disability insurance
• Paid Time Off, Paid Company Holidays

Negotiable, commensurate with experience and qualifications.

Possible

NOW is an equal opportunity employer. We are committed to fostering an inclusive workplace where employment decisions are based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

Employment with Possible

NOW is contingent upon successfully completing a pre‑employment background check and drug screening, where permitted by law.

Applicants must be legally authorized to work in the United States at the time of hire. Possible

NOW participates in E‑Verify to confirm employment eligibility. We do not sponsor employment visas for this position.