Customer Support Representative

7Seventy; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Equity

Job summary

7Seventy is seeking a Customer Support Representative to manage incoming requests, troubleshoot product issues, and coordinate with engineering from initial contact through resolution. This role blends responsive B2B SaaS support with hands-on technical investigation, clear written communication, and smart ticket triage.

You will reproduce bugs, gather evidence with internal tools and AI triage, prepare clear engineering handoffs, and document findings for non-technical customers while helping

Qualifications

• Experience in B2B SaaS support or product-led environments.
• Ability to reproduce bugs and gather evidence for engineers.
• Strong written and verbal communication.
• Comfort with AI-assisted workflows.
• Experience using SQL queries, logs, or CLI in troubleshooting.

Responsibilities

• Manage the customer support inbox by triaging tickets and communicating status.
• Investigate bugs end-to-end and prepare engineering handoffs.
• Coordinate with engineering and track timelines.
• Contribute to knowledge base and identify recurring issues.
• Use AI-powered triage agents to research issues.

Skills

Written communication

Technical curiosity

AI tools usage

Queue management

Issue resolution

Patience empathy

SQL familiarity

Tools

Pylon

Zendesk

Intercom

Slack

Linear

Jira

Job description

Core Areas: Customer Support, B2B SaaS Support, Bug Investigation, Ticket Triage, Technical Troubleshooting, AI-Powered Support Tools, Knowledge Base Management, Engineering Escalation

Compensation: $70,000 - $90,000 annually plus equity

About the Role

The Customer Support Representative will manage incoming customer requests, troubleshoot product issues, investigate reported bugs, and keep customers informed from initial contact through resolution. The role combines responsive B2B SaaS customer support with hands‑on technical investigation, clear written communication, ticket triage, and close coordination with engineering when issues require code changes.

A substantial part of the position involves reproducing bugs, gathering evidence through internal tools and AI-powered triage agents, preparing clear engineering handoffs, tracking open issues, and translating technical updates into practical information for non-technical customers. The role also contributes to product knowledge resources and identifies recurring support patterns that may require product or engineering attention.

About the Role

The Customer Support Representative will manage incoming customer requests, troubleshoot product issues, investigate reported bugs, and keep customers informed from initial contact through resolution. The role combines responsive B2B SaaS customer support with hands‑on technical investigation, clear written communication, ticket triage, and close coordination with engineering when issues require code changes.

A substantial part of the position involves reproducing bugs, gathering evidence through internal tools and AI-powered triage agents, preparing clear engineering handoffs, tracking open issues, and translating technical updates into practical information for non-technical customers. The role also contributes to product knowledge resources and identifies recurring support patterns that may require product or engineering attention.

What You'll Do

Customer Support Representative

Remote (United States)

Job Details

Location: United States

Workplace: Remote

Employment Type: Full Time

Core Areas: Customer Support, B2B SaaS Support, Bug Investigation, Ticket Triage, Technical Troubleshooting, AI-Powered Support Tools, Knowledge Base Management, Engineering Escalation

Compensation: $70,000 - $90,000 annually plus equity

The Core of the Job

• Manage the customer support inbox by triaging incoming tickets, responding promptly and clearly, and keeping customers informed about the status of their issues.
• Investigate reported bugs end-to-end by reproducing issues, using internal tools and AI-powered triage agents to gather evidence, and preparing clear handoffs for engineering when code changes are needed.
• Coordinate with engineering on open bugs, track timelines and estimated resolution dates, and translate technical updates into clear, customer-friendly communication.
• Close the loop with customers when bugs are fixed, questions are answered, or workarounds are identified, explaining what happened and what they can expect next.

Additional Responsibilities

• Use AI-powered bug-triage agents, product knowledge tools, query assistants, and other support investigation tools to research customer issues efficiently.
• Evaluate AI-generated information critically and provide feedback that can help improve internal AI support tools.
• Identify recurring customer issues and patterns and flag them to Product and Engineering when appropriate.
• Contribute to the knowledge base by documenting answers and solutions that can help customers resolve common questions more efficiently.
• Serve as a customer advocate while working directly with Engineering and Operations to elevate and resolve issues when additional expertise is needed.

Qualifications

Relevant Experience

• Relevant backgrounds may include B2B SaaS support for non-technical end users, customer success in a product-led environment, or operations experience involving hands‑on problem resolution.

Required Skills

• Strong written communication skills, with the ability to provide warm, accurate, concise, and jargon‑free responses throughout a high volume of customer interactions.
• Strong technical curiosity and willingness to investigate how software works, including reviewing error messages, exploring user interfaces, and working with technical information during troubleshooting.
• Comfort using AI tools as part of a daily workflow, including the judgment to evaluate AI output rather than treating it as automatically correct.
• Strong organization in a queue‑driven support environment, including the ability to manage multiple open customer threads and consistently follow through on commitments.
• High standards for issue resolution, with a focus on ensuring customers are fully supported before considering a ticket complete.
• Patience and empathy when supporting customers experiencing urgent or frustrating problems.
• Comfort working with technical resources such as SQL queries, log files, or CLI prompts when investigating customer issues, without an expectation of writing them from scratch.

Preferred Qualifications

• Background in equipment rental, construction, agriculture, or another field‑services industry.
• Experience with support platforms such as Pylon, Zendesk, or Intercom.
• Experience with cross‑functional bug‑tracking and collaboration tools such as Slack, Linear, or Jira.
• Familiarity with reading APIs, JSON, or basic SQL, or an interest in learning these technologies quickly.
• Experience working at a growing company where processes were being developed while day‑to‑day work continued.