Technical Support Engineer
PayNearMe
Client-Facing Technical Support Specialist, SaaS
Togetherwork
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
CloudServiceNowSQL
About the role
- Provide Tier 1 technical support via Zendesk, triaging and resolving incoming tickets
- Communicate effectively with nonprofit clients through email, chat, and video
- Build trusted relationships with assigned clients through proactive support and consistent follow-up
- Document recurring issues, draft macros and runbooks, and help expand internal knowledge base content
- Escalate bugs and complex issues to Product and Engineering teams with clear logs and reproduction steps
- Support light QA testing of new features or custom implementations before release
- Keep clients informed about product updates, changes, and best practices
Requirements
- 2+ years of experience in SaaS technical support or application support, with both client-facing and technical responsibilities
- Experience using tools like Zendesk, Salesforce, or ServiceNow
- Familiarity with SQL, APIs, CSVs, or a strong interest in learning them quickly
- Clear, empathetic communication skills, especially when explaining technical concepts to non-technical users
- Ability to manage time and tasks independently in a hybrid work environment
- Bonus: Experience supporting CRM platforms or nonprofit clients is a plus
