Remote B2B SaaS Support Engineer - Bug Triage & Escalations

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

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