Enterprise Support Agent (Americas timezone)

Intento, Inc.; Berkeley (CA); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Intento, a leading tech company, is seeking a 1st line Customer Support Representative to join its innovative team. This role involves supporting customers through troubleshooting technical issues and documenting experiences to enhance service delivery. Ideal candidates will possess strong English skills, a background in SaaS, and a customer-oriented mindset.

Benefits

Competitive salaries

Collaborative remote working environment

Growth opportunities

Qualifications

• Fluent English (written and spoken).
• Solid background in Customer Support in a technical product.
• Experience with localization processes appreciated.

Responsibilities

• Act as the first point of contact for customers via email.
• Troubleshoot and resolve technical issues efficiently.
• Work closely with Development teams to escalate bugs.

Skills

Fluent English

Customer Support

Troubleshooting

Knowledge of HTML

Experience in SaaS B2B support

Localization processes

Tools

Zendesk

Intercom

Jira

Job description

Intento builds a Machine Translation and multilingual Generative AI platform for global businesses. We deliver immediate, tailored, and personalized language experience in all the software systems your customers and teammates already use, supporting over 650 languages.

We are seeking an exceptional 1ts line Customer Support Representative to join our team and actively contribute to our growth and success. While we prioritize candidates who are based in or near the PST timezone, we remain open to applicants from other regions globally—as long as they can align with the role’s time-based expectations.

This role requires a standard 8-hour workday, with flexibility in start and end times within the 10:00 AM – 7:00 PM PST core availability window.

About Intento:
Founded by two PhDs in AI, Intento is a fast-growing company with sky-high perspectives for proactive professionals.

Our clients are top enterprise companies from Europe, the USA, and Asia. We are recognized by global experts like OpenAI and Gartner, and we cooperate with the largest AI providers.

Intento now is 70+ people working remotely from different parts of the world (from Asia to the USA). The Head office is in Berkeley, USA.

We are looking for:
Hard skills:

• Fluent English (both written and spoken)

• Solid background in Customer Support in a technical product, ideally within IT/SaaS for US or EU markets

• Working knowledge of HTML, RESTful APIs, and basic debugging/troubleshooting

• Experience in SaaS B2B support

• Experience with localization processes, working with multilingual or international user bases (a big plus!)

• Soft skills:

  • Clear, confident, and empathetic communicator

  • Positive and proactive mindset

  • High emotional intelligence—you know when to listen, when to explain, and how to de-escalate

  • Self-starter with a bias toward ownership and problem-solving

  • Collaborative team player who thrives in fast-paced environments
    

• Preferred:

  • Familiarity with Zendesk, Intercom, Jira, or other support/dev tools

  • Previous experience with localization QA or coordinating with localization teams

  • Comfort with remote tools and asynchronous communication

Responsibilities:

• Act as the first point of contact for customers via email

• Troubleshoot and resolve a variety of technical issues (simple to complex) efficiently and clearly

• Work closely with our Development and Product teams to escalate bugs and technical challenges

• Document recurring issues and contribute to our Knowledge Base

• Ensure a smooth experience for users across different regions

• Continuously look for ways to improve customer satisfaction, resolution speed, and communication style
  

Why Join Us?

At Intento, we are redefining the future of multilingual AI. Join us and be a part of this groundbreaking journey where innovation meets excellence.

• Collaborate with over 75+ talented individuals working remotely from various parts of the world, bringing diverse perspectives and ideas.

• Be part of a team dedicated to solving significant industrial problems using cutting-edge AI technology.

• Experience transparency in our business strategies, enabling you to understand the big picture and contribute in a meaningful way.

• Balance autonomy and responsibility, empowering you to make decisions and take ownership of your work.

• Benefit from competitive salaries that reflect your skills and expertise.

• We value our employees and strive to create an environment that promotes collaboration, flexibility, and growth.

• Gain firsthand experience deploying solutions to Fortune 500 companies, providing valuable insights into enterprise-level operations.

Join Intento and help drive the future of language technology while making a global impact!

If you don't see that this role matches your skills and ambitions well, but you are still interested in exploring future opportunities at Intento, we’d love to hear from you! Please submit your resume and a brief cover letter, highlighting your key areas of expertise, preferred roles, and career goals, to [e-mail]. To help us easily identify your submission, kindly use "Intento Talent Pool" as the subject line of your email.