Specialize in responding to and resolving customers’ technical issues on the Zignal Labs platform.
Deliver technical support and product guidance to Zignal Labs' users, including first and second-level triage and resolution during Eastern region business hours.
Provide rotating weekend triage coverage as part of the support schedule.
Liaise and manage communications between internal/external customers and the Product and Engineering teams on bug identification, tracking, and resolution.
Create internal and external product support documentation, including updates to the customer-facing Zignal Knowledge Base.
Map customer journeys in a documented form and contribute to presentation materials.
Achieve positive outcomes and feedback from internal and external customers.

Requirements

2+ years of prior experience in a customer-facing product/technical support role for a SaaS product.
Experience with ticketing and support software such as JIRA, Zendesk, Freshdesk, or similar tools.
Prior experience with an OSINT (Open Source Intelligence) tool.
Experience with Claude, N8N, and other agentic tools.
Outstanding time management skills with a proven ability to complete assignments on time with a positive “can-do” attitude.
Strong sense of duty and pride in resolving technical issues, showing sincere caring and empathy.
Exceptional written and verbal communication skills; flawless conflict resolution and crisis management skills.
Problem-solving skills to perform root cause analysis and identify solutions to mitigate reoccurring issues.
Ability to thrive in a fast-paced environment working with cross-functional stakeholders.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

technical supportproduct guidancebug identificationroot cause analysisOSINTagentic toolsticketing softwareSaaS

Soft Skills

time managementproblem-solvingcommunicationconflict resolutioncrisis managementempathycustomer servicepositive attitude