About The Role The role is the first point of contact for customers of a cloud-based SaaS platform, troubleshooting technical issues across integrations, APIs, and account configurations before they escalate. The work directly shapes retention: every resolved ticket, documented workaround, and piece of feedback routed to engineering makes the product better and keeps customers renewing.

Key Responsibilities

Resolve 30-50 daily customer tickets across email, chat, and phone covering billing, onboarding, API errors, and account configuration Troubleshoot technical issues using logs, HTTP status codes, and internal admin tools; document clear reproduction steps before escalating to engineering Own tickets end-to-end: set expectations, provide status updates, and drive issues to resolution within SLA targets Maintain and expand the help-center knowledge base, writing articles and macros that deflect repeat tickets Track and report recurring issues and customer sentiment trends to product and engineering teams Meet and exceed goals for CSAT, first-response time, and resolution rate Contribute to onboarding materials and internal runbooks as the product and tooling evolve What We Are Looking For 0-2 years of customer support, technical support, or related customer-facing experience Strong written communication skills — able to explain technical concepts clearly to non-technical customers Basic technical fluency: comfortable reading API error messages, browser dev tools, and troubleshooting HTTP errors Hands-on experience with at least one help-desk platform (Zendesk, Intercom, Freshdesk, or similar) Highly organized and calm under high ticket volume with competing priorities Bachelor's degree in any field, or equivalent practical experience Bonus: experience supporting a developer-facing product, familiarity with SQL or API tools like Postman, or bilingual English/Spanish proficiency