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About the role
Key responsibilities & impact- Receive, triage, and manage assigned technical support tickets through Zendesk for ServiceChannel products including APIs, EasyPay, FSM, Data Direct, and related platform services
- Monitor assigned ticket queues, prioritize inbound requests as directed by Support Queue owner, and ensure timely updates are provided to customers, internal stakeholders, and management
- Troubleshoot customer-reported issues using available documentation, API swagger documentation, product knowledge, system tools, logs, support history, and internal knowledge resources
- Perform initial investigation and root cause analysis to determine whether issues are customer-side, configuration-related, product-related, integration-related, or require escalation
- Communicate directly with customers via email and meetings to clarify issues, provide status updates, explain next steps, and guide them through resolution where applicable
- Advise customers and internal teams on product updates, known issues, configuration changes, process changes, and recommended troubleshooting steps
- Collaborate with ServiceChannel Support, Professional Services, Customer Success, Product, Engineering, and Management teams to resolve complex or recurring issues
- Escalate defects, system errors, recurring failures, and product gaps to Engineering or Product teams with clear documentation, supporting evidence, business impact, and reproduction steps
- Build, maintain, and improve internal knowledge articles, troubleshooting guides, support playbooks, and process documentation for ServiceChannel team members
- Identify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other product support cases to help management understand recurring issues, customer impact, and potential process improvements
- Document issue details, customer communications, resolution steps, root cause, and escalation history clearly within Zendesk, Jira, Confluence, or other applicable systems
- Maintain SLA response and resolution targets while balancing multiple support cases across different product areas
- Recommend preventive actions, automation opportunities, documentation improvements, and operational changes to reduce repeat support incidents
Requirements
What you’ll need- 2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role
- Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management
- Experience using Zendesk or similar ticketing/support platforms to manage customer issues, ticket queues, SLAs, and support communications
- Ability to troubleshoot across diverse product areas including API CRUD operations, payment workflows, FSM activity, reporting/data delivery, user access, configuration, file processing, and system behavior
- Strong written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences
- Ability to conduct customer-facing meetings, gather requirements, explain findings, and drive issues toward resolution
- Strong documentation skills with the ability to create repeatable knowledge articles, troubleshooting guides, internal notes, and escalation summaries
- Analytical mindset with the ability to identify trends, patterns, repeat issues, and potential product or process gaps
- Ability to prioritize and manage multiple active support cases simultaneously across different product areas
- Collaborative mindset with the ability to work across Support, Professional Services, Customer Success, Product, Engineering, and Management teams
Benefits
Comp & perks- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Technical SupportAPI DocumentationTroubleshooting WorkflowsEscalation ManagementData DeliveryConfiguration ManagementFile ProcessingSystem Behavior AnalysisRoot Cause AnalysisTrend Identification
Soft Skills
Strong Communication SkillsAnalytical MindsetCollaborative MindsetCustomer-Facing SkillsPrioritization Skills