About the Role
The Customer Success Specialist – Tech Support plays a key role in supporting customers as they use and adopt our SaaS platform. This role is focused on hands-on technical support, onboarding assistance, and troubleshooting, helping customers navigate challenges and get the most out of the product.
You’ll serve as a frontline support resource, working closely with customers as well as internal teams like Product, Engineering, and Network Management to resolve issues, share feedback, and continuously improve the customer experience.
This is a great opportunity for someone who enjoys problem-solving, working directly with customers, and supporting technology in a fast-paced SaaS environment.
What You'll Do
- Provide timely, high-quality technical support via tickets, chat, and calls
- Troubleshoot product issues and guide customers through resolutions
- Support new customer onboarding and basic product training
- Use Zoho CRM (and related tools) to document cases, activities, and follow-ups
- Escalate complex issues and collaborate with Product and Engineering teams
- Act as the voice of the customer by sharing trends and feedback internally
- Help ensure support requests meet service-level expectations (SLAs)
- Contribute to internal documentation and customer-facing help resources
What You Need
Minimum requirements & Skills
- 2+ years of experience in customer success, technical support, or a related role
- Experience supporting SaaS or cloud-based software products
- Comfort working in CRM and support ticketing systems (Zoho experience is a plus)
- Strong communication skills and the ability to explain technical concepts clearly
- Organized, detail-oriented, and able to manage multiple requests at once
- A collaborative mindset and willingness to learn and grow
What We Offer
- Competitive starting
- 100% Remote, must be based in the U.S
- Startup environment within a stable, industry-leading company
- 20 days PTO, 6 paid mental health days, plus paid holidays
- Company-sponsored health, vision and dental benefits
- Matching 401k with no vesting period
- Remote work and cell phone stipend
- Flexible schedule that emphasizes a collaborative team synergy with personal accountability
- Regular company (often themed) events: virtual happy hours, our annual company holiday party, group game nights and other fun team events
