RRemoteville

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Technical Support Specialist

Skills
Software As A ServiceCustomer Relationship ManagementCustomer SupportDatabasesDocumentationHTMLLinux
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 4+ years of technical customer support experience in SaaS or Tech
  • Located in the United States
  • Strong troubleshooting skills
  • Experience with AWS Azure or GCP troubleshooting
  • Working knowledge of APIs and Networking
  • Experience with Datadog or similar log management tools
  • Ideally experience using databases
  • Deep sense of empathy for customers and team
  • Able to support 9AM-6PM PST M-F schedule with on-call weekend and holiday support
  • Authorized to work in the U.S. without sponsorship
  • Open to using AI responsibly to improve efficiency

Nice to have

  • Collaborative
  • Empathetic
  • Curious
  • Transparent
  • Proactive

Day to day

  • Provide technical support to customers across email screen sharing and chat while meeting SLAs
  • Troubleshoot product issues in a repeatable way and track patterns in Support CRM
  • Explain complex technical and compliance solutions in simple terms and create reproducible test cases for Product and Engineering teams
  • Escalate bugs validate fixes and contribute to documentation knowledge bases and team efficiency

Hiring process

  • Apply through referral contact if referred
  • Submit application to Vanta