Proactively communicate issue status to internal teams and customers.
Track and manage issues using Salesforce and Jira.
Prioritize issues by severity and manage resolutions within SLAs.
Diagnose and resolve customer-reported problems with product knowledge.
Utilize AI-powered tooling for analysis, troubleshooting, and drafting.
Partner with Technical Experience, Success Management, and Implementation teams to escalate cases.

🎯 Requirements

Bachelor’s degree in Computer Science, IT, or related field.
2-5 years in technical product support or troubleshooting.
3+ years in SAAS support, SQL Server, and SQL queries.
Experience with Fiddler, Wireshark, DebugView, or Process Monitor.
Salesforce or CRM experience; Windows systems administration.
Analytical, problem-solving; customer-focused and collaborative.

🎁 Benefits

Family-first culture
Transparent leadership
Growth opportunities
Community involvement and volunteer initiatives

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