AI SaaS Support Specialist — San Francisco (Onsite)

ATR; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Job summary

ATR in San Francisco is seeking a Customer Support Specialist to join our fast-growing, AI-driven SaaS team. This onsite role requires daily collaboration with product and engineering to resolve customer issues from start to finish.

You will manage a high-volume queue (20–40 tickets/day), troubleshoot technical problems, and craft clear communications to customers while helping improve support processes and documentation in a dynamic startup environment.

Qualifications

• 2+ years of customer support experience, preferably in B2B SaaS/tech.
• Experience managing a high-volume support queue (20–40 tickets/day).
• Strong written and verbal communication, able to explain complex issues clearly.

Responsibilities

• Manage approximately 20–40 customer support tickets daily.
• Troubleshoot product issues, workflows, integrations, configurations, and bugs.
• Investigate and reproduce issues using internal tools and logs before escalating.
• Provide clear customer communication via email and Slack.
• Collaborate with Engineering and Product to resolve issues and identify recurring problems.
• Prioritize urgent requests while balancing daily support tasks.
• Contribute to improving support processes, documentation, and automation.

Skills

2+ years experience

high-volume tickets

written & verbal communication

technical troubleshooting

Tools

Zendesk

Intercom

Pylon

Jira

Freshdesk

Job description

ATR in San Francisco is seeking a Customer Support Specialist to join our fast-growing, AI-driven SaaS team. This onsite role requires daily collaboration with product and engineering to resolve customer issues from start to finish.

You will manage a high-volume queue (20–40 tickets/day), troubleshoot technical problems, and craft clear communications to customers while helping improve support processes and documentation in a dynamic startup environment.