Pattern Bioscience

Senior Technical Support

Pattern Bioscience

full-time

Posted on:

Location Type: Hybrid

Location: Lehi • Utah • United States

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Job Level

Senior

About the role

  • Own technical support end-to-end, including escalations and high-impact issues.
  • Lead triage efforts, ensuring issues are prioritized correctly and routed efficiently.
  • Troubleshoot complex SaaS issues across integrations, APIs, and platform workflows.
  • Establish clear support paths for bugs, feature requests, and system issues.
  • Ensure consistent, high-quality communication with customers and internal stakeholders.
  • Build and optimize scalable support workflows to improve efficiency and experience.
  • Own core support metrics (FRT, resolution time, handle time, backlog health, SLA adherence).
  • Identify trends and recurring issues to reduce ticket volume and improve product usability.
  • Define and maintain escalation frameworks and severity levels.
  • Translate support insights into clear, actionable feedback for Product and Engineering.
  • Partner on prioritization of bugs, features, and improvements.

Requirements

  • Bachelor’s degree or equivalent experience.
  • 1+ years in SaaS Customer Support or Technical Support.
  • Experience handling escalations and complex technical issues.
  • Strong troubleshooting skills across SaaS platforms, integrations, and APIs.
  • Experience working cross-functionally with Product and Engineering.
  • Strong communication and problem-solving skills.
  • Tools to be Familiar With:
  • - Zendesk, ClickUp (ticketing, workflows, reporting)
  • - Asana (project tracking, bug intake)
  • - APIs & integrations (webhooks, data flow concepts)
  • - Logging/debugging tools
  • - Github, Cursor, or similar tools (preferred)
  • - AI tools for troubleshooting and workflow efficiency
  • - Pattern-developed platforms and tools
Benefits
  • Unlimited PTO
  • Paid Holidays
  • Onsite Fitness Center
  • Company Paid Life Insurance
  • Casual Dress Code
  • Competitive Pay
  • Health, Vision, and Dental Insurance
  • 401(k) match.
Applicant Tracking System Keywords

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

Hard Skills & Tools
SaaStroubleshootingAPIsintegrationssupport metricsFRTresolution timehandle timeSLA adherenceescalation frameworks
Soft Skills
communicationproblem-solvingleadershiporganizationalinterpersonal
Certifications
Bachelor’s degree