Bridge communication between CSMs, Product/Dev teams, and customers to resolve complex issues.
Resolve customer issues, investigate, and deliver timely updates.
Own tickets from opening to resolution with clear stakeholder updates.
Troubleshoot and diagnose product glitches and integrations.
Report widespread issues to engineering/product to minimize disruption.
Document knowledge to speed future resolutions.

🎯 Requirements

2+ years in customer-facing technical support for B2B SaaS; strong English.
Hands-on with ticketing platforms: Pylon, Zendesk, Intercom, Jira Service Desk.
Web tech: HTTP, REST, JSON, Cookies, Tokens, browser behavior.
Postman or API testing tools experience.
SQL DB knowledge: writing queries and data analysis.
Grafana or Kibana for log analysis.

🎁 Benefits

Startup environment with flat organization.
Remote flexibility to work from anywhere.
Generous and flexible PTO policy.
Grow with a fast-growing team across 10 countries.

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