Serve as the primary point of contact for customer-initiated technical support across the XBOW platform
Triage inbound issues, reproduce problems, isolate root cause where possible, and drive resolution with urgency and clarity
Resolve Tier 1 support requests across common areas such as authentication flows, access/permissions, target configuration, test execution behavior, and results visibility
Gather high-quality diagnostic details from customers (steps to reproduce, environment context, logs, timestamps, and screenshots) and maintain strong case hygiene
Escalate issues to Engineering and Product with clear severity, impact, and technically complete reproduction context
Help define and continuously improve support workflows, including intake, triage, escalation paths, incident communications, and closure standards
Contribute to support SLAs by tracking response and resolution performance, identifying bottlenecks, and improving operational execution
Build foundational enablement content: internal runbooks, troubleshooting guides, and customer-facing documentation to improve self-service and reduce repeat issues
Partner cross-functionally to identify systemic product friction, recurring failure modes, and opportunities to prevent issues through product improvements and automation
Provide crisp, proactive customer communication, including status updates, workarounds, and resolution summaries that build trust

Requirements

Experience in a technical support, technical customer success, solutions engineering support, or SaaS operations role
Proven ability to troubleshoot web-based SaaS products with disciplined triage and strong written communication
Familiarity with common authentication patterns and enterprise access flows (SSO concepts, MFA/2FA behaviors) and basic networking fundamentals (DNS, HTTP, TLS)
Ability to translate customer-reported symptoms into actionable diagnostic context for internal technical teams
Experience working with support tooling (ticketing systems, knowledge bases, internal documentation) and maintaining high-quality case notes
Strong prioritization instincts and comfort operating in an environment where support processes are still being built

Benefits

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical supporttroubleshootingSaaSauthentication flowsMFA2FADNSHTTPTLScase hygiene

Soft Skills

communicationprioritizationproblem-solvingcollaborationcustomer serviceattention to detailurgencyclarityproactive communicationadaptability