Customer Support Agent, SaaS

AutogenAI

full-time

Posted on: 4/20/2026

Location Type: Remote

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💰 $55,000 - $65,000 per year

About the role

Providing Product Support: Become a product expert to address customer questions, providing accurate and prompt assistance via email, webform, phone and live chat.
Technical Aptitude: Research and identify appropriate JSON logs and traces to help identify root causes, and ability to discuss with 2nd line support.
Categorizing and Prioritizing Inquiries: Identify the priority of customer inquiries and categorise them to ensure efficient handling and assignment. Ensure that complex issues are escalated to the appropriate teams.
Documenting Solutions and Creating Resources: Write and update knowledge base articles and internal documentation to help customers self-serve, reducing the volume of repeat inquiries and Support's resolution time.
Collaborating Across Teams: Work closely with Customer Success Managers, the Engineering team, and other departments to resolve issues, share feedback, and improve the customer experience.
Delivering Outstanding Customer Service: Strive to delight customers by providing a seamless, friendly, and effective support experience that builds trust and loyalty.
Tracking and Monitoring Issues: Document, track, and monitor problems to ensure timely resolutions, keeping customers informed throughout the process.
Adhering to SLAs and KPIs: Consistently meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to maintain high standards of service quality.

Experience: 3+ years of experience in a customer support role, ideally within the SaaS or tech industry.
Industry Knowledge: Familiarity with SaaS products, startups, and the customer support landscape, particularly in B2B environments.
Technical Skills: Comfortable using support tools and platforms such as Zendesk, Slack, Datadog and Linear.
Education: A bachelor’s degree or equivalent experience
Work schedule: We're hiring our 2nd US based Agent and the hours are 8am-5pm East Coast timezone. Monday through Friday, with 1 hour for lunch.
Technical Aptitude: Experience in reviewing, understanding and discussing programmatic log and trace results

Benefits

Competitive Salary: ~$55,000 - $65,000 depending on specific experience and qualifications relevant to the role.
Performance Bonuses: Opportunities for performance-based incentives
Stock Options: Meaningful equity in the company.
Comprehensive medical/dental/life insurance: Insurance coverage for individuals and families partially paid by the company as well as opportunity to participate in pre-tax health Flexible Spending Account.
Retirement Plan: Ability to invest your pre-tax dollars in a 401(k) retirement plan with company matching contributions.
Paid Time Off: Unlimited paid time off — we measure performance by outcomes, not hours logged
Flexible Work Options: Remote
Paid parental leave: 16 weeks for the primary caregiver, 4 weeks for the secondary caregiver (after one year of year of service)
Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

JSONtechnical supportproblem-solvingdocumentationcustomer serviceissue trackingSLA adherenceKPI managementlog analysisroot cause analysis

Soft Skills

communicationcollaborationcustomer focusprioritizationtime managementadaptabilityattention to detailteamworkempathyconflict resolution