Agent, Technical Support
Core
Solve complex B2B SaaS customer issues by combining technical troubleshooting with deep understanding of customer context and impact.
Role type
Associate B Technical Support Specialist
Builds
Customer support across phone, chat, and ticketing channels for enterprise clients
Domain
B2B SaaS / Enterprise Software
Deliverable
client delivery
Required skills
Technical troubleshooting, Root cause analysis, API client usage, Log analysis, SSO/MFA concepts, Case management tools, Knowledgebase creation, Multichannel communication
Preferred skills
CRM/Engagement platforms, Financial systems, Payment processing, Education software, APIs/Integrations, Email deliverability
Responsibilities
Investigate and resolve complex customer issues, Troubleshoot using browser tools and API clients, Create and maintain knowledgebase articles, Provide support across phone, chat, and ticketing channels, Escalate issues with structured summaries, Identify recurring issues and trends
Seniority
Associate (2-3 years experience)