GenLogs

Technical Customer Support Representative

GenLogs

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

SQL

About the role

  • Develop a deep understanding and expertise of our platform, data, APIs, and customer base
  • Create, Read, Update, and Delete: Manage ongoing CRUD within backend customer/user database to ensure proper permissions and access
  • Respond to technical user questions and issues with urgency, clarity, and empathy via email/chat.
  • Troubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs
  • Document and take detailed notes in our support ticketing system
  • Collaborate with Engineering and Integrations teams to translate user feedback into scalable solutions
  • Assist Customer Success Managers in day to day technical support of users.

Requirements

  • 3+ years experience in IT or technical user support
  • Excellent written communication and documentation skills
  • High ownership and follow-through in driving issues to resolution
  • Strong understanding of APIs, webhooks, and relational databases
  • SQL experience required
  • B2B SaaS experience preferred but not required
  • Transportation or Insurance experience preferred but not required
Benefits
  • Healthcare
  • Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
  • Employer contribution towards premiums of optional higher-end plans
  • Unlimited PTO
  • Sick leave
  • Company holidays (GenLogs observes all federal US Government holidays)
  • Flexible leave for caregiving and medical needs
  • Paid parental leave
  • Budget availability for approved professional development courses, certifications, and training
  • 100% travel reimbursement for all approved company travel and spending
  • 401(k) plan
Applicant Tracking System Keywords

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

Hard Skills & Tools
APIswebhooksrelational databasesSQLCRUD
Soft Skills
written communicationdocumentationownershipfollow-throughempathy