Customer Support Specialist; Pacific time zone

Provide front-line technical support to customers using software for critical infrastructure. You’ll investigate incoming issues, coordinate with engineering when problems need deeper investigation, and help improve the team’s support practices.

• Respond to customer questions and issues, mainly through email cases and occasionally by phone.
• Troubleshoot technical problems, identify likely causes, and guide customers toward a resolution.
• Reproduce bugs and document unresolved or complex issues for engineering teams.
• Track support performance, including customer satisfaction, first response time, and resolution time.
• Maintain support documentation and processes, and coordinate with customer-facing and engineering colleagues.
• Explain technical information clearly to customers with different levels of technical knowledge.

• At least 3–4 years of customer or technical support experience.
• Strong troubleshooting skills and ability to learn unfamiliar software.
• Experience tracking issues and reproducing bugs with Jira.
• Clear written and verbal communication, plus experience maintaining support documentation.
• Proficiency with Microsoft 365 and the ability to prioritize multiple open cases.
• A customer-focused approach and sound problem-solving skills.

• Experience with Salesforce case management or Service Cloud.
• Familiarity with Confluence or AI tools.