Agent, Technical Support
Core
Resolve complex B2B SaaS customer issues via technical troubleshooting across phone, chat, and ticketing channels, focusing on root cause analysis and product behavior.
Role type
Senior IC technical support agent (B2B SaaS)
Builds
Customer support outcomes and knowledgebase articles
Domain
B2B SaaS / Enterprise software
Deliverable
client delivery
Required skills
Technical troubleshooting, Root cause analysis, SSO/MFA concepts, API client usage, Log analysis, Case management tools, CRM tools, Multi-channel support, Knowledge-Centered Service (KCS)
Preferred skills
CRM/engagement platforms, Financial systems, Payment processing, Education software, APIs/integrations, Email deliverability
Technologies
Postman, Salesforce, Zendesk, Browser developer tools
Responsibilities
Investigate and resolve complex customer issues, Troubleshoot using diagnostic tools and log analysis, Create and maintain knowledgebase articles, Provide support across phone, chat, and ticketing channels, Escalate issues with structured summaries, Identify recurring issues and trends
Seniority
Mid-level, hands-on IC