About The Role
The role is the front line of technical support for a cloud-based SaaS platform, diagnosing and resolving customer issues across APIs, integrations, and web applications in a high-volume environment.
This work directly shapes retention and product quality: every resolved ticket and escalated bug report feeds back to engineering and product, making the role a critical bridge between customers and the teams building the platform.
Key Responsibilities
Resolve technical inquiries across email, chat, and phone, covering account configuration, API errors, data sync failures, and billing questions
Troubleshoot issues using logs, API debuggers, and browser dev tools; document reproduction steps before escalating to engineering
Own tickets end-to-end in Zendesk, meeting response-time, first-contact resolution, and CSAT targets
Write and maintain help-center articles, internal runbooks, and macros to reduce ticket volume and improve deflection
Identify recurring issues and deliver weekly trend reports to product and engineering with prioritized customer impact data
Participate in a rotating on-call schedule for elevated support during product launches and incidents
Onboard enterprise accounts during migration and rollout windows alongside the customer success team
What We Are Looking For
2+ years in technical support, customer support, or help-desk roles, ideally supporting SaaS or developer-facing products
Working knowledge of REST APIs, HTTP status codes, and tools like Postman for debugging integration issues
Hands-on experience with ticketing systems (Zendesk, Intercom, or Salesforce Service Cloud)
Strong written communication — able to explain technical concepts clearly to both engineers and non-technical users
Comfortable reading logs, JSON payloads, and basic SQL queries to isolate root causes
Bachelor's degree in a technical field or equivalent practical experience
Bonus: experience with SQL, Python scripting for ticket automation, or familiarity with SSO, webhooks, and OAuth flows