B2B SaaS Technical Support Specialist – Tier 1/2

GNV Talent Link; United States; Remote; USD 50,000 - 85,000; Full time

Job summary

GNV Talent Link is seeking a Technical Support Specialist for B2B SaaS to be the first technical contact for business customers. You will resolve login, setup, integration and bug issues, and explain fixes clearly to non-technical users.

Responsibilities include handling tickets, reproducing issues, testing API calls, creating bug reports, and contributing to help-centre content. You will escalate complex cases and share trends with product teams.

Qualifications

• 2+ years in technical support, ideally for a B2B SaaS product.
• Familiarity with Postman, Jira and Zendesk.
• Ability to learn a complex product and keep up with frequent releases.
• Own computer, headset and reliable internet.

Responsibilities

• Handle tickets, chats and calls in Zendesk within SLA.
• Reproduce issues and gather screenshots, logs and HAR files.
• Test API calls in Postman and run basic SQL checks to validate reported issues.
• File clear bug reports in Jira and track them to resolution.
• Write and update help-centre articles and macros.
• Escalate complex cases to Tier 2 or engineering and share trends with product.

Skills

Troubleshooting

Communication

Learning agility

Tools

Zendesk

Postman

Jira

Job description

GNV Talent Link is seeking a Technical Support Specialist for B2B SaaS to be the first technical contact for business customers. You will resolve login, setup, integration and bug issues, and explain fixes clearly to non-technical users.

Responsibilities include handling tickets, reproducing issues, testing API calls, creating bug reports, and contributing to help-centre content. You will escalate complex cases and share trends with product teams.