Hybrid Customer Support Specialist for SaaS & Hardware

SCIO; Northern (KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

SCIO seeks a Customer Support Specialist to be the first point of contact for users, diagnosing issues and driving resolutions across our growing hardware and software platform.

You will collaborate with Product, R&D, and Customer Success, operate mainly in US hours, and work in a hybrid environment as we scale with structured tools and AI-driven workflows.

Requires at least 2 years in a startup, a Bachelor's degree, strong communication, problem-solving, and organizational skills.

Qualifications

• Native English is a must.
• At least 2 years of startup experience in SaaS and HW.
• Bachelor’s degree required.
• Strong problem-solving and technical curiosity.
• Excellent communication with a customer-first mindset.
• Ability to prioritize and manage multiple issues in a fast-paced environment.
• Highly organized and detail-oriented.
• Experience using AI tools to improve efficiency is a plus.
• Experience with support tools like Salesforce and Jira is a plus.

Responsibilities

• Own and manage incoming support tickets across customers and partners.
• Provide fast, high-quality responses aligned with defined SLAs.
• Troubleshoot product, device, and software issues and escalate when needed.
• Own internal support-led processes (replacements, activations, etc.).
• Work across systems (Salesforce, Jira, and internal tools) to investigate and resolve issues.
• Collaborate with Product, R&D, and CS to solve customer problems.
• Use AI tools to generate and optimize support responses and workflows.
• Identify recurring issues and drive improvements in processes and workflows.
• Maintain documentation and share knowledge across teams.

Skills

Native English

Startup experience

Problem-solving

Communication skills

Prioritization

Organization

AI tools experience

Education

Bachelor’s degree

Tools

Salesforce

Jira

Job description

SCIO seeks a Customer Support Specialist to be the first point of contact for users, diagnosing issues and driving resolutions across our growing hardware and software platform.

You will collaborate with Product, R&D, and Customer Success, operate mainly in US hours, and work in a hybrid environment as we scale with structured tools and AI-driven workflows.

Requires at least 2 years in a startup, a Bachelor's degree, strong communication, problem-solving, and organizational skills.