Customer Support Technician

About the Opportunity

The Customer Support Technician provides technical assistance to customers using the organization's SaaS platforms. This full-time role focuses on resolving common technical issues, answering product usage questions, and ensuring customers receive timely, accurate support.

Located in the United States, this role operates within the Customer Enablement organization, working closely with Support, Product, Engineering, and Professional Services teams to triage issues, follow established troubleshooting processes, and escalate complex problems with clear documentation and context.

Key Responsibilities

• Respond to customer support requests via Pylon, Slack, in-app chat, and email.
• Diagnose and resolve common, documented technical issues using established troubleshooting guides and support playbooks.
• Clearly communicate findings, next steps, and resolutions to customers.
• Accurately classify and document incoming support requests.
• Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available.
• Track escalated issues and communicate status updates back to customers.
• Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.
• Identify recurring issues and flag documentation or process gaps to the team.
• Maintain clean, well-documented tickets that support efficient collaboration.
• Meet defined first response time (FRT) and resolution SLAs.
• Deliver professional, clear, and customer-focused support interactions while supporting team goals for customer satisfaction and ticket backlog health.

Key Performance Metrics

• First Response Time (FRT): Timely responses across all support channels.
• Resolution Effectiveness: Successful resolution of Tier 1 issues using documented processes.
• Ticket Quality: Accurate categorization, documentation, and escalation.
• Customer Satisfaction (CSAT): Clear, helpful, and professional support interactions.

Required Qualifications

• 2 to 4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.
• Strong written communication skills and attention to detail.
• Comfort working in ticketing systems and real-time support environments.
• Ability to learn technical products, workflows, and tools quickly.

Preferred Qualifications

• Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar.
• Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows.
• Exposure to SaaS products serving operational or technical users.
• 2 to 4 years of experience in the underground infrastructure industry.

Compensation & Benefits

• Base Salary: $85,000, plus $10,000 variable compensation.
• On-Target Earnings (OTE): Up to $120,000.
• Benefits include health coverage (medical, dental, and vision), basic life insurance, retirement benefits, and paid time off.

Equal Opportunity Employer

The organization is an Equal Opportunity Employer. Workplace decisions are made free from discrimination or harassment on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage or civil partnership, pregnancy or maternity, sexual orientation, or any other status protected by applicable law. All information is kept confidential according to EEO guidelines.