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About the role
Key responsibilities & impact- Answer incoming support phone calls in a professional and helpful manner.
- Create new support tickets in CRM.
- Update existing CRM tickets with customer communication, internal notes, DevSecOps tickets and status changes.
- Assign tickets to the appropriate team members when needed.
- Reply to customers with updates based on information provided by internal team members.
- Follow up with customers to collect missing information, screenshots, logs, or details.
- Monitor open tickets and make sure customers receive timely responses.
- Help coordinate communication between customers and the internal support or technical team.
- Maintain a clear and organized record of customer issues and actions taken.
- Review customer issues and perform initial troubleshooting.
- Search DevSecOps for similar past tickets and review previous solutions.
- Use known fixes, documentation, and internal notes to help resolve common issues.
- Work with other support and technical team members to determine possible solutions.
- Gather technical details before escalating, such as product version, error messages, screenshots, logs, and steps to reproduce the issue.
- Identify when an issue requires a technical call, deeper investigation, or code change.
- Escalate complex issues to Level 3 support with clear notes and all relevant information.
- Document repeated issues, common fixes, and troubleshooting steps for future reference.
- Help improve the internal knowledge base by identifying patterns in support tickets.
Requirements
What you’ll need- Strong verbal and written communication skills.
- Comfortable answering customer phone calls and responding to support emails.
- Strong organizational skills and attention to detail.
- Ability to manage multiple open tickets and follow up consistently.
- Experience using a ticketing system, CRM, DevSecOps, or support platform.
- Ability to search past tickets, documentation, and internal notes to find possible solutions.
- Basic technical troubleshooting ability.
- Willingness to learn technical products and support processes.
- Ability to work with internal team members and communicate customer issues clearly.
- Professional, patient, and customer-focused attitude.
- Good judgment on when to resolve an issue directly and when to escalate.
Benefits
Comp & perks- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Short Term & Long Term Disability
- Training & Development
- Work From Home
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 troubleshootingticket managementcustomer communicationissue escalationdocumentationproblem-solvingDevSecOps
Soft Skills
verbal communicationwritten communicationorganizational skillsattention to detailcustomer-focused attitudepatiencegood judgment