Customer Support Technician

SewerAI Corporation; United States; À distance; USD 95 000 - 120 000; Plein temps

Avantages offerts par ce poste

Medical benefits

401(k)

Unlimited PTO

Growth potential

Résumé du poste

SewerAI Corporation is seeking a Customer Support Technician to help customers use our SaaS platforms, PIONEER and AutoCode. You’ll work across Support, Product, Engineering, and Professional Services to triage issues and document context for escalation.

The ideal candidate is detail-oriented, curious, and ready to learn new technical systems while delivering professional, customer-focused support. Join a high-growth team focused on transforming underground infrastructure management with

Qualifications

• 2-4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.
• Strong written communication skills and attention to detail.
• Comfort working in ticketing systems and real-time support environments.
• Ability to learn technical products, workflows, and tools quickly.

Responsabilités

• Respond to customer support requests via Pylon, Slack, in-app chat, and email.
• Diagnose and resolve common, documented issues related to user access, platform usage, and data visibility.
• Follow established troubleshooting guides and support playbooks.
• Clearly communicate findings, next steps, and resolutions to customers.
• Accurately classify and document incoming support requests and escalate with context when needed.
• Track escalated issues and provide status updates to customers.
• Contribute to internal and customer-facing documentation and identify gaps.

Connaissances

Strong written communication

Attention to detail

Ticketing systems experience

Ability to learn technical products

Outils

Pylon

Zendesk

Linear

Description du poste

About SewerAI Corporation

SewerAI is transforming underground infrastructure management through AI-powered inspection and risk analysis. Our platform helps contractors, engineering firms, and utilities unlock valuable insights from sewer inspection data - turning hours of manual video review into actionable intelligence in minutes. After doubling our customer base over the past year, we're now entering an exciting phase of accelerated growth.

About the Role

The Customer Support Technician is a technical support role responsible for assisting customers with day-to-day use of SewerAI's SaaS platforms, PIONEER and AutoCode. This role focuses on resolving common technical issues, answering product usage questions, and ensuring customers receive timely, accurate support.

As part of the Customer Enablement organization, this role works closely with Support, Product, Engineering, and Professional Services teams to triage issues, follow established troubleshooting processes, and elevate complex problems with clear documentation and context.

The ideal candidate is detail-oriented, curious, and comfortable communicating with customers while learning new technical systems.

Key Responsibilities

Technical & Product Support

• Respond to customer support requests via Pylon, Slack, in-app chat, and email.

• Diagnose and resolve common, documented issues related to:

  • User access and permissions

  • Platform usage and workflows

  • Data visibility or expected system outputs

• Follow established troubleshooting guides and support playbooks.

• Clearly communicate findings, next steps, and resolutions to customers.

Issue Triage & Escalation

• Accurately classify and document incoming support requests.

• Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available.

• Track escalated issues and communicate status updates back to customers.

Knowledge & Process Contribution

• Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.

• Identify recurring issues and flag documentation or process gaps to the team.

• Maintain clean, well-documented tickets that support efficient collaboration.

Customer Experience & Support Operations

• Meet defined first response time (FRT) and resolution SLAs.

• Deliver professional, clear, and customer-focused support interactions.

• Support overall team goals for customer satisfaction and ticket backlog health.

Qualifications & Skills

Required

• 2-4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.

• Strong written communication skills and attention to detail.

• Comfort working in ticketing systems and real-time support environments.

• Ability to learn technical products, workflows, and tools quickly.

Preferred

• Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar.

• Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows.

• Exposure to SaaS products serving operational or technical users.

• 2-4 years of experience in the Underground Infrastructure Industry

Key Performance Metrics

• First Response Time (FRT): Timely responses across all support channels.

• Resolution Effectiveness: Successful resolution of Tier 1 issues using documented processes.

• Ticket Quality: Accurate categorization, documentation, and escalation.

• Customer Satisfaction (CSAT): Clear, helpful, and professional support interactions.

Compensation & Benefits

• Base Salary: $85,000 + $10,000 Variable

• Up to $120,000 OTE

Benefits include:

• Medical, Dental, Vision, Basic Life, 401(k), and more

• Unlimited PTO

• Tools and resources to support success

• Competitive compensation with high-growth potential

Why Join SewerAI?

Join the fastest-growing team in wastewater tech and help modernize critical infrastructure with AI. You'll own high-visibility projects, influence how our brand meets the market, and see your work drive measurable impact for customers and communities.

_______________________________________________________________________

SewerAI is proud to be an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. All your information will be kept confidential according to EEO guidelines.