Agent, Technical Support

 As a Technical Support agent you will work as part of our Customer Support team to solve complex customer issues by combining technical troubleshooting with a strong understanding of customer context and impact. You’ll build technical capability over time while developing the judgment needed to deliver high-quality, customer-focused support.

What You’ll Do 

Case Ownership and Technical Troubleshooting 

• Investigate and resolve complex customer issues, understanding both the customer experience and the underlying technical cause 

• Troubleshoot using tools such as browser developer tools, API clients (e.g., Postman), and log analysis 

• Apply knowledge of authentication concepts such as SSO and MFA during diagnosis 

• Build working knowledge of product behavior, integrations, and common failure patterns 

• Develop a strong foundation in troubleshooting across web applications and integrated systems over time 

• Own cases end to end, ensuring clear, structured documentation of investigation steps, findings, and outcomes 

• Escalate issues with concise, well-structured summaries that enable faster resolution by senior team members 

• Identify recurring issues, trends, and patterns to improve support efficiency and product outcomes 

Knowledge Application and Continuous Learning 

• Create and maintain knowledgebase articles based on real customer issues and case patterns 

• Apply Knowledge-Centered Service (KCS) practices as part of daily work 

• Continuously build technical capability through hands-on troubleshooting and feedback 

• Strengthen analytical thinking to connect issues across technical and functional areas as knowledge develops 

• Stay current on product updates, new features, and evolving customer needs 

Deliver Customer Support Across Channels 

• Provide support across phone, chat, and ticketing channels, adapting your approach to each 

• Guide customers through solutions clearly and confidently, including live troubleshooting scenarios 

• Manage multiple chat conversations while maintaining accuracy, quality, and composure 

• Provide timely, meaningful updates with a clear path to resolution for every case 

• Prioritize work based on customer impact and urgency, balancing speed with quality of resolution 

Work in a Global Support Model 

• Align to US business hours to support North American customers 

• Operate within a follow-the-sun model across North America, UK, India, and Australia 

• Maintain reliability and consistency in coverage, including select holidays based on business needs 

• Participate in after-hours support rotations as required by product, region, or team size 

Use Tools, AI, and Resources Effectively 

• Leverage internal tools, automation, and AI-enabled resources to improve efficiency and response times 

• Apply sound judgment when using AI and tools to ensure accuracy, relevance, and a strong customer experience 

• Use these tools to support problem-solving and learning, not replace critical thinking 

• Manage workload effectively while maintaining quality, accountability, and responsiveness 

What You’ll Bring 

Experience 

• 2–3 years in B2B SaaS or enterprise technical support (not high-volume transactional or retail support) 

• Proven experience troubleshooting complex issues beyond scripted resolutions, including root cause investigation 

• Required experience supporting customers across phone, chat, and ticketing channels in a professional environment 

• Experience working directly with customers to diagnose issues (not solely internal IT or infrastructure support) 

• Experience using case management or CRM tools (e.g., Salesforce, Zendesk) 

• Strong written and verbal communication skills 

• Familiarity with KCS, or willingness to adopt it quickly 

• Experience in high-volume, primarily transactional support environments alone will not be sufficient for success in this role 

Technical and Analytical Capability 

• Foundational understanding of troubleshooting across web applications, cloud platforms, or integrations 

• Comfort using diagnostic tools to investigate issues, even when the path to resolution is not immediately clear 

• Basic understanding of authentication concepts (SSO, MFA) 

• Strong analytical thinking with the ability to connect technical and functional issues as knowledge is built 

• Ability to learn new technologies quickly and apply them in a customer-facing context 

Preferred Exposure 

• Exposure to or interest in:  

• CRM and engagement platforms 

• Financial systems or payment processing 

• Education software or student systems 

• APIs, integrations, or email deliverability 

Why This Role 

• Build strong technical troubleshooting and problem-solving skills in a customer-facing environment 

• Gain exposure to global support operations and enterprise customers 

• Grow into more advanced technical, product-aligned, or specialized support roles