Customer Support Specialist

The role is the first point of contact for customers of a cloud-based SaaS platform, troubleshooting technical issues spanning APIs, webhooks, authentication, and data integrations. Every ticket is a chance to turn a frustrated user into a loyal advocate.

The role is the first point of contact for customers of a cloud-based SaaS platform, troubleshooting technical issues spanning APIs, webhooks, authentication, and data integrations. Every ticket is a chance to turn a frustrated user into a loyal advocate. Beyond resolving tickets, the role feeds patterns back to engineering and product: filing well-documented bugs, identifying gaps in documentation, and shaping the self-serve help content that deflects future volume.

Strong support here directly drives retention and expansion revenue.

• Resolve 30-50 daily customer inquiries across Zendesk, Intercom, and Slack Connect channels
• Debug technical issues involving REST APIs, OAuth, SSO (SAML), and webhook delivery using tools like Postman and log viewers
• Reproduce customer-reported bugs, write clear bug reports, and elevate to engineering with full context and severity assessments
• Own escalations end-to-end: set expectations with customers, coordinate with engineering, and drive issues to resolution
• Write and maintain help-center articles, runbooks, and canned responses to reduce ticket volume
• Track ticket trends, contribute to weekly support health reporting (CSAT, first-response time, resolution time)
• Participate in a rotating on-call schedule for after-hours P1 incident support

• 1-3 years of customer support, technical support, or customer success experience, ideally at a SaaS or developer-tools company
• Working knowledge of APIs, HTTP status codes, JSON, and browser dev tools — able to debug without writing production code
• Hands-on experience with help-desk platforms (Zendesk, Intercom, Freshdesk) and internal tooling
• Exceptional written communication: clear, concise, and empathetic under pressure
• Comfortable juggling high ticket volume while maintaining accuracy and SLA compliance
• Bachelor's degree in a technical field, or equivalent practical experience
• Bonus: SQL basics, experience with Salesforce or Looker, exposure to CI/CD or incident management workflows, and a second language