Customer Support Representative

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full Time

Core Areas: Customer Support, B2B SaaS Support, Bug Investigation, Ticket Triage, Technical Troubleshooting, AI-Powered Support Tools, Knowledge Base Management, Engineering Escalation

Compensation: $70,000 - $90,000 annually plus equity

About the Role

The Customer Support Representative will manage incoming customer requests, troubleshoot product issues, investigate reported bugs, and keep customers informed from initial contact through resolution. The role combines responsive B2B SaaS customer support with hands-on technical investigation, clear written communication, ticket triage, and close coordination with engineering when issues require code changes.

A substantial part of the position involves reproducing bugs, gathering evidence through internal tools and AI-powered triage agents, preparing clear engineering handoffs, tracking open issues, and translating technical updates into practical information for non-technical customers. The role also contributes to product knowledge resources and identifies recurring support patterns that may require product or engineering attention.

What You'll Do

• Manage the customer support inbox by triaging incoming tickets, responding promptly and clearly, and keeping customers informed about the status of their issues.
• Investigate reported bugs end-to-end by reproducing issues, using internal tools and AI-powered triage agents to gather evidence, and preparing clear handoffs for engineering when code changes are needed.
• Coordinate with engineering on open bugs, track timelines and estimated resolution dates, and translate technical updates into clear, customer-friendly communication.
• Close the loop with customers when bugs are fixed, questions are answered, or workarounds are identified, explaining what happened and what they can expect next.

• Use AI-powered bug-triage agents, product knowledge tools, query assistants, and other support investigation tools to research customer issues efficiently.
• Evaluate AI-generated information critically and provide feedback that can help improve internal AI support tools.
• Identify recurring customer issues and patterns and flag them to Product and Engineering when appropriate.
• Contribute to the knowledge base by documenting answers and solutions that can help customers resolve common questions more efficiently.
• Serve as a customer advocate while working directly with Engineering and Operations to escalate and resolve issues when additional expertise is needed.

Qualifications

Relevant Experience

• Relevant backgrounds may include B2B SaaS support for non-technical end users, customer success in a product-led environment, or operations experience involving hands-on problem resolution.

Required Skills

• Strong written communication skills, with the ability to provide warm, accurate, concise, and jargon-free responses throughout a high volume of customer interactions.
• Strong technical curiosity and willingness to investigate how software works, including reviewing error messages, exploring user interfaces, and working with technical information during troubleshooting.
• Comfort using AI tools as part of a daily workflow, including the judgment to evaluate AI output rather than treating it as automatically correct.
• Strong organization in a queue-driven support environment, including the ability to manage multiple open customer threads and consistently follow through on commitments.
• High standards for issue resolution, with a focus on ensuring customers are fully supported before considering a ticket complete.
• Patience and empathy when supporting customers experiencing urgent or frustrating problems.
• Comfort working with technical resources such as SQL queries, log files, or CLI prompts when investigating customer issues, without an expectation of writing them from scratch.

Preferred Qualifications

• Background in equipment rental, construction, agriculture, or another field-services industry.
• Experience with support platforms such as Pylon, Zendesk, or Intercom.
• Experience with cross-functional bug-tracking and collaboration tools such as Slack, Linear, or Jira.
• Familiarity with reading APIs, JSON, or basic SQL, or an interest in learning these technologies quickly.
• Experience working at a growing company where processes were being developed while day-to-day work continued.