You will work closely with Product and Engineering to analyze issues, identify recurring patterns, and drive improvements across processes, tooling, and customer experience. This position is ideal for someone who thrives in a customer-facing technical environment, understands SaaS support at a senior level, and has the ambition to grow into a team‑leading or mentoring role in the future.
If you enjoy tackling challenging problems, helping others develop, and elevating support operations, this role offers both impact and long-term growth.
What You'll Do
- Handle advanced, high-priority, and escalated customer issues with full ownership and independence
- Troubleshoot complex technical problems across systems, integrations, environments, and data flows
- Communicate with customers through written channels and occasional live calls, providing clear explanations and professional service
- Take ownership of assigned customer accounts and ensure strong, long-term relationships
- Mentor and support junior and mid-level Support Engineers by sharing knowledge, guiding troubleshooting, and improving team capabilities
- Partner with Product and Engineering to analyze issues, escalate defects, and recommend long-term fixes
- Drive support improvement initiatives-process optimization, automation ideas, documentation updates, tool enhancements
- Lead or support cross-team projects (tooling rollout, onboarding improvements, system transitions)
- Participate in on-call duties (5:00PM–10:00PM CT)
- Contribute to current priorities such as Zendesk implementation, process development, and ticket backlog cleanup.
What You'll Need
- 6+ years of experience in Technical Support, Application Support, or a customer-facing technical engineering role
- Advanced troubleshooting skills across SaaS environments, integrations, and multi-component systems
- Experience guiding other Support Engineers or acting as an internal escalation point
- Ability to work independently, make decisions, and take ownership of complex problems
- Strong customer focus and ability to handle challenging or sensitive cases with professionalism
- Experience collaborating with Product and Engineering teams to resolve issues and improve product quality
- Proactive mindset, operational maturity, and the drive to shape and grow the support function.
- Excellent English communication skills (clear, confident, and customer oriented).
Why You’ll Love Working with Us
- Work in a fast-growing and interesting industry
- Flexible work that best fits your needs and the role
- Competitive compensation
- Top-notch offices and equipment
- Continuous improvement and learning opportunities to grow your career
- Team activities, not the usual one just to look nice on social media but what our team choose and ask for
- A great team of engaged passionate and helpful people