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

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Customer Success Specialist - Tech Support