Technical Customer Support Representative
Remote · United States or US
Job Summary
PublicInput seeks a Technical Customer Support Representative to act as the front line of customer experience. Manage inbound support via chat, email, and screenshare; troubleshoot platform usage and basic technical issues; support time-sensitive workflows including live or scheduled events; escalate bugs to Tier 2; collaborate with Customer Success and Implementation teams; maintain documentation and contribute to internal knowledge base. Must have 2-4 years in SaaS support, ability to troubleshoot moderately complex issues (permissions, data structures, integrations, configuration), experience managing a support queue with competing priorities, and familiarity with Azure DevOps, Intercom, Slack, and ticketing systems. Requires ability to work Pacific Time Zone hours and to support time-sensitive needs, with occasional after-hours availability. This role offers base salary with bonus eligibility and provides benefits including PTO, health/dental/vision, HSA contributions, and 401(k). Location is remote in the United States.
Required Qualifications
- 2-4 years of experience in customer support, customer success, or similar role (SaaS preferred)
- Demonstrated ability to independently troubleshoot and resolve moderately complex issues
- Experience managing a support queue with competing priorities, including time-sensitive or live customer workflows
- Comfortable investigating issues across systems (e.g., admin settings, browser behavior, basic API responses, logs) to identify root cause
- Experience documenting bugs clearly and collaborating with engineering teams using tools like Azure DevOps (or similar)
- Familiarity with tools such as Intercom, Slack, and ticketing/workflow systems
- Experience supporting or interacting with enterprise or high-touch customers is a plus
- Strong communicator who can clearly guide non-technical users
- Demonstrated ability to navigate complex or ambiguous customer scenarios and drive them toward resolution
- Calm and reliable in time-sensitive or high-pressure situations
- Curious and proactive problem solver
- Highly organized with strong attention to detail
- Good judgement in determining when to resolve independently vs. escalate
- Ability to work Pacific Time Zone hours on a consistent basis
- Comfortable supporting time-sensitive customer needs, including real-time or scheduled events, with occasional after-hours availability
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