Remote Enterprise SaaS Support Engineer

Lyric; United States; Remote; USD 4.200 - 8.300; Vollzeit

Zusammenfassung

Lyric is seeking a Customer Support Consultant for a 12-month rotational program across Customer Success, Professional Services, and AI support. You will resolve Level 1/2 tickets, build platform fluency, and help improve knowledge management and automation.

Ideal candidates have 1–6 years in customer-facing technical roles, strong writing, and a proactive mindset to drive scalable solutions within a high-growth SaaS company at the intersection of supply chain and enterprise software.

Qualifikationen

• 1-6 years in L1/L2 support, platform operations, analytics, or other customer-facing technical roles.
• Ability to resolve complex issues with clarity, speed, and customer focus.
• Excellent written communication; translate technical details into accessible language.

Aufgaben

• Handle Level 1 and Level 2 tickets; frontline responder for customer issues.
• Build platform fluency and contribute to knowledge management and automation initiatives.
• Identify patterns, propose scalable solutions, and partner with engineering and content teams.

Kenntnisse

L1/L2 support

Platform operations

Analytics

Customer-facing roles

Written communication

Problem-solving

Automation

Documentation

Workflows

Ownership

Ausbildung

Bachelor's in Computer Science / Engineering / Analytics

Tools

Zendesk

Freshdesk

AI-based tooling

Jobbeschreibung

Lyric is seeking a Customer Support Consultant for a 12-month rotational program across Customer Success, Professional Services, and AI support. You will resolve Level 1/2 tickets, build platform fluency, and help improve knowledge management and automation.

Ideal candidates have 1–6 years in customer-facing technical roles, strong writing, and a proactive mindset to drive scalable solutions within a high-growth SaaS company at the intersection of supply chain and enterprise software.