Requirements

Key Responsibilities

• Serve as a dedicated support contact for premium-level clients, ensuring fast, accurate, and courteous responses to inquiries.

• Work alongside the Technical Program Managers in support of our premium clients.
   
• Monitor and respond to support tickets, triaging and escalating issues when needed to ensure resolution meets SLA commitments.
   
• Troubleshoot platform usage issues, configuration questions, and data-related concerns, documenting solutions and patterns.
   
• Collaborate with engineering, QA, and product teams to communicate client-reported issues and follow up on resolution status.
   
• Proactively monitor client health signals and usage trends to identify potential concerns before they become problems.
   
• Assist with client education, helping users understand product features and best practices via calls, screen shares, and documentation.
   
• Maintain detailed case notes, summaries, and feedback logs using internal support tools (e.g., Zendesk, Jira, Confluence).
   
• Contribute to the creation and upkeep of internal knowledge base articles and client-facing FAQs.
   
• Represent the voice of the customer internally—sharing trends, suggestions, and feedback to drive product and service improvements.
   
• Participate in support coverage rotations, including potential after-hours availability for premium accounts.

• Support non-premium clients on an as-needed basis
   

 

---

Ideal Candidate Profile

• 3+ years of experience in technical support, client services, or customer success, preferably in a SaaS or digital product environment.
   
• Strong troubleshooting skills and the ability to explain technical concepts clearly to non-technical users.
   
• Passionate about delivering exceptional client experiences and maintaining a high level of professionalism.
   
• Organized, responsive, and comfortable handling multiple client issues at once.
   
• Experience with support tools like Zendesk, Jira, Salesforce, or similar.
   
• Basic understanding of web technologies (e.g., WordPress, HTML, APIs, integrations) is a plus but not required.
• Experience with monitoring tools like Graylog Uptrends
   
• Strong communication skills—both written and verbal—with an ability to empathize, de-escalate, and resolve.
   
• Motivated to learn, grow, and contribute in a fast-paced, collaborative team environment.

Additional Benefits:

• Competitive base, unlimited PTO
• Great benefits package, including a 401(k) plan, paid child leave & wellbeing offerings
• Learning & growth programs
• Open, collaborative culture

Only candidates with proper permits to work in the United States can be considered. Client is committed to equality of opportunity in employment. It has been and will continue to be the policy of Client to provide full and equal employment opportunities to all employees and candidates for employment without regard to race, color, religion, national or ethnic origin, veteran status, age, sexual orientation, gender identity, marital status, pregnancy, childbirth or physical or mental disability. This policy applies to all terms, conditions and privileges of employment, such as those pertaining to training, transfer, promotion, and compensation.  Client is committed to a drug-free workplace.