About The Role
The role is the technical front line for customers, resolving complex product issues across APIs, integrations, and platform workflows while keeping response and resolution times tight.
The role matters because retention lives or dies at the support layer: every escalated bug, blocked integration, and frustrated customer is an opportunity to build trust and feed actionable insight back to engineering and product.
Key Responsibilities
Own a queue of 25-40 daily tickets across email, chat, and phone, triaging by severity and business impact
Troubleshoot technical issues involving REST APIs, webhooks, SSO, and third-party integrations using logs, debuggers, and API clients like Postman
Reproduce bugs, write clear technical reproductions, and escalate to engineering with the context needed for fast fixes
Create and maintain knowledge-base articles, runbooks, and internal macros in Zendesk and Confluence
Track emerging issue trends in dashboards and present weekly insights to product and engineering leads
Drive CSAT, first-response time, and resolution-time metrics while coaching teammates on complex cases
Participate in an on-call rotation for escalated, time-sensitive customer incidents
What We Are Looking For
3-5 years of customer support, technical support, or customer success experience at a SaaS or technology company
Strong working knowledge of APIs (REST, JSON), HTTP fundamentals, and debugging tools such as Postman or curl
Hands-on experience with help-desk platforms like Zendesk, Intercom, or Salesforce Service Cloud
Excellent written communication — able to explain technical concepts to non-technical customers clearly and empathetically
Comfortable navigating SQL queries or log-analysis tools to diagnose root causes
Bachelor's degree in a technical field, or equivalent practical experience
Bonus: scripting experience (Python, JavaScript), familiarity with SSO protocols (SAML, OAuth), and prior on-call or escalation-management experience