PublicInput

Technical Customer Support Representative

PublicInput

full-time

Posted on:

Location Type: Remote

Location: North Carolina • United States

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Tech Stack

Azure

About the role

  • Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses
  • Troubleshoot platform usage, configuration questions, and basic technical issues
  • Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events
  • Provide real-time assistance when needed for high-priority customer scenarios
  • Identify, document, and escalate bugs or complex issues to Tier 2 with clear and actionable context
  • Collaborate with Customer Success Managers and Implementation teams on complex or high-visibility accounts
  • Maintain accurate documentation of issues, feature requests, and edge cases
  • Contribute to internal knowledge base and support documentation
  • Identify opportunities to help customers better utilize the platform and improve their outcomes

Requirements

  • 2-4 years of experience in customer support, customer success, or similar role (SaaS preferred)
  • Demonstrated ability to independently troubleshoot and resolve moderately complex issues (permissions, data structures, integrations, configuration issues)
  • Experience managing a support queue with competing priorities, including time-sensitive or live customer workflows.
  • Comfortable investigating issues across systems (e.g., admin settings, browser behavior, basic API responses, logs) to identify root cause
  • Experience documenting bugs clearly and collaborating with engineering teams using tools like Azure DevOps (or similar)
  • Familiarity with tools such as Intercom, Slack, and ticketing/workflow systems
  • Experience supporting or interacting with enterprise or high-touch customers is a plus
  • Ability to work Pacific Time Zone hours on a consistent basis
  • Comfortable supporting time-sensitive customer needs, including real-time or scheduled events, with occasional after-hours availability
Benefits
  • Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
  • Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
  • $1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA).
  • Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary
Applicant Tracking System Keywords

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

Hard Skills & Tools
troubleshootingissue resolutionconfiguration managementdata structuresAPI responsesbug documentationcustomer supportcustomer successSaaS
Soft Skills
communicationcollaborationtime managementproblem-solvingindependence