Remote SaaS Support Pro — Troubleshooting & Training

Aiwyn; Northern (KY); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Adventure travel stipend

Remote work culture

Flexible PTO

World Class health benefits

Stock options

401(k) matching

Job summary

Aiwyn, a fast-growing SaaS company, is seeking a Customer Support specialist to deliver frontline technical support, troubleshoot issues, and guide customers in using our accounting SaaS platform. You’ll work with cross-functional teams to resolve issues and improve the product experience.

Ideal candidates have 1–2 years in a technical support role or bootcamp training, strong problem-solving, and solid communication skills, with SQL familiarity and a data-driven mindset.

Qualifications

• 1–2 years in technical or customer support or completed a technical bootcamp.
• Excellent problem-solving with proactive troubleshooting.
• Strong written and verbal communication; explain technical concepts clearly.
• Able to manage multiple tasks in a fast-paced environment.
• Experience with SQL.
• Process-minded with focus on operational efficiency and data integrity.

Responsibilities

• Provide expert technical support to customers via tickets, live chat, and phone.
• Assist in setup, configuration, and optimization of our software for customers.
• Collaborate with development/product to identify, report, and resolve bugs or feature requests.
• Offer training and guidance on best practices via email, chat, and virtual meetings.
• Manage and prioritize support tickets for timely resolutions.
• Contribute to knowledge base articles and FAQs.

Skills

Problem solving

Communication

SQL

Troubleshooting

Prioritization

Data integrity

Tools

Zendesk

JIRA

Job description

Aiwyn, a fast-growing SaaS company, is seeking a Customer Support specialist to deliver frontline technical support, troubleshoot issues, and guide customers in using our accounting SaaS platform. You’ll work with cross-functional teams to resolve issues and improve the product experience.

Ideal candidates have 1–2 years in a technical support role or bootcamp training, strong problem-solving, and solid communication skills, with SQL familiarity and a data-driven mindset.