Serve as the primary point of contact for day-to-day client support requests, questions, and production issues.
Triage and troubleshoot incoming issues (severity/impact, steps to reproduce, environment context, screenshots/logs) and route them to the right internal owners.
Create high-quality tickets and documentation to help engineering/design/QA resolve issues quickly and accurately.
Provide clear, consistent client communication: acknowledge requests, set expectations, share ETAs/workarounds, and close the loop.
Coordinate incident response and resolution across internal stakeholders; run follow-ups and ensure nothing falls through the cracks.
Identify patterns and recurring issues; propose improvements to workflows, documentation, training, product UX, and support processes.
Maintain and improve support artifacts (runbooks, FAQs, known issues, client-facing guides).
Support release coordination and validation: confirm fixes, communicate changes, and help ensure smooth adoption.

Requirements

3+ years experience in a client-facing support role for a B2B SaaS/platform
US-based, able to work primarily within Eastern Time business hours
Experience using ticketing and collaboration tools (e.g., Jira, Zendesk, ServiceNow, Linear, Slack, Confluence/Notion, etc.)
Strong ability to troubleshoot and gather the right information (steps to reproduce, environment details, screenshots, logs)
Excellent written communication skills (clear status updates, summaries, and client emails/messages)
Comfort working in environments with coverage expectations tied to client needs (including coordinated coverage during peak periods)
Comfortable using SQL regularly to investigate issues and validate data; ideally able to write scripts/queries and safely make updates that may impact large amounts of data.

Benefits

Fully remote role, Eastern time zone
Opportunities to work in-person with local colleagues
Generous PTO (planned with coverage continuity in mind)
Free health insurance
401(k) matching
Career growth & development opportunities

Applicant Tracking System Keywords

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

Hard Skills & Tools

troubleshootingSQLticketingdocumentationincident responsedata validationworkflow improvementclient supportB2B SaaSrelease coordination

Soft Skills

client communicationproblem-solvingorganizational skillsattention to detailcollaborationadaptabilitytime managementclear communicationproactive follow-uppattern identification