This is a hybrid role that combines Tier-1 technical support responsibilities with ownership of support team processes and training. You will not only become a go-to expert on our platform but will also help shape how support is delivered by leading initiatives, improving workflows, and mentoring new team members.
Its a fast-paced, high-touch environmentideal for someone hungry to grow, passionate about customer success, and eager to help scale a world-class support function from within.
Responsibilities:
Serve as the first point of contact for Tier-1 technical support, handling and triaging issues through Zendesk and collaborating as needed across departments.
Investigate root causes, debug issues, and coordinate escalations with engineering and product teams.
Guide customers through platform features, API integrations, and SFTP connections.
Drive and document support workflows, training plans, and internal processes to ensure team effectiveness.
Proactively mentor and support junior team members, taking initiative to train and upskill where needed.
Reproduce and debug customer-reported problems, escalating appropriately and following up for timely resolution.
Conduct deep investigations into technical issues and ensure accurate handoff to relevant teams.
Provide product education and support to clients, helping them understand platform functionality.
Flexible to work Fridays if needed, with occasional evening and holiday shifts.
Being on call for urgent issues as part of a regular rotation.
Minimum Requirements:
3+ years experience in a customer-facing technical support or technical account management role.
Fluent English, excellent written and verbal communication skills.
Demonstrated ability to work independently in high-pressure and high-volume environments.
Technical troubleshooting skills with experience in:
Zendesk.
SFTP.
API integration.
Basic Python.
Strong problem-solving skills and ability to identify and explain technical issues clearly to both technical and non-technical audiences.
Highly proactive, responsible, and able to take ownership without waiting for direction.
Hardworking, deeply dedicated, and proactive mindset with a bias for action.
Nice to Have (Advantages):
Experience with Ruby, AWS Athena (SQL), or Airflow.
Prior exposure to customized, high-touch platforms in a SaaS or startup setting.
Familiarity with product operations or process design.
Comfort leading initiatives for team training, process change, and documentation creation.
