Customer Support Technician II
SewerAI
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $82,000 per year
About the role
- Respond to customer support requests via Pylon, Slack, in-app chat, and email.
- Diagnose and resolve common, documented issues related to user access and permissions, platform usage, workflows, data visibility or expected system outputs.
- Follow established troubleshooting guides and support playbooks.
- Clearly communicate findings, next steps, and resolutions to customers.
- Accurately classify and document incoming support requests.
- Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available.
- Track escalated issues and communicate status updates back to customers.
- Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.
- Identify recurring issues and flag documentation or process gaps to the team.
- Maintain clean, well-documented tickets that support efficient collaboration.
- Meet defined first response time (FRT) and resolution SLAs.
- Deliver professional, clear, and customer-focused support interactions.
- Support overall team goals for customer satisfaction and ticket backlog health.
Requirements
- 2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.
- Strong written communication skills and attention to detail.
- Comfort working in ticketing systems and real-time support environments.
- Ability to learn technical products, workflows, and tools quickly.
- Experience with ticketing platforms such as Pylon, Zendesk, Jira, or similar.
- Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows.
- Exposure to SaaS products serving operational or technical users.
- 2-4 years of experience in the Underground Infrastructure Industry
Benefits
- Medical, Dental, Vision, Basic Life, 401(k), and more
- Unlimited PTO
- Tools you need to get the job done
- Competitive salary and potential equity-based remuneration
- Budget for courses, books, conferences—your development is important to us
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportSaaS supportIT helpdesksoftware troubleshootingdata conceptsAPIstechnical workflows
Soft skills
written communicationattention to detailcustomer-focused supportproblem-solvingcollaboration