Customer Support Engineer — SaaS & Bug Triage

Moab; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Moab is seeking a dedicated support team member to ensure customer satisfaction by managing inquiries, troubleshooting issues, and advocating for customers. The role involves investigating bugs, collaborating with engineering, and maintaining an organized workflow.

The ideal candidate is a strong communicator, curious about technology, familiar with AI tools, and can manage multiple threads effectively. Prior experience in B2B SaaS support or related industries is a significant advantage.

Qualifications

• B2B SaaS support experience for non-technical users is preferred.
• Familiarity with reading APIs, JSON, or SQL is a plus.
• Experience in customer success at a product-led company is valued.

Responsibilities

• Triage incoming tickets and respond quickly to customer inquiries.
• Investigate bugs from start to finish, preparing handoffs for engineering.
• Close the loop with customers after issues are resolved.

Skills

Strong written communication

Curiosity about systems

AI tool usage

Organizational skills

Empathy and patience

Tools

Pylon

Zendesk

Intercom

Slack

Linear

Jira

Job description

Moab is seeking a dedicated support team member to ensure customer satisfaction by managing inquiries, troubleshooting issues, and advocating for customers. The role involves investigating bugs, collaborating with engineering, and maintaining an organized workflow.

The ideal candidate is a strong communicator, curious about technology, familiar with AI tools, and can manage multiple threads effectively. Prior experience in B2B SaaS support or related industries is a significant advantage.