Remote SaaS Support Specialist – Integrations

AVATAR FLEET LLC; Oregon; Hybrid; USD 65,000 - 90,000; Full time

Job summary

AvatarFleet is seeking a Customer Support Specialist to own the inbound ticket queue and resolve issues across email, chat, and phone. You will triage, reproduce, and escalate technical problems in DriverHub while collaborating with Customer Success, Onboarding, Engineering, and Product.

Build a knowledge base and drive customer value. Requirements include 2+ years in technical SaaS support or implementation roles, strong troubleshooting, data/file fluency, and tooling experience.

Qualifications

• Strong technical troubleshooting skills with API/log inspection.
• CSV/file data fluency and data quality checks.
• Experience with common support tools and CRMs.
• Clear, calm communication under pressure.
• Process-oriented and SOP-driven work style.
• Ownership and accountability for ticket resolution.

Responsibilities

• Own the support queue and triage inbound tickets via email, chat, and phone; meet SLA goals.
• Troubleshoot end-to-end issues across DriverHub; reproduce, isolate root cause, and resolve when possible.
• Read and document logs, API payloads, and audit trails to aid Engineering.
• Investigate driver qualification files and DOT documents; spot data and roster issues.
• Escalate to Engineering/Product with clear repro steps and impact.
• Coach customers with Loom, KB links, or follow-ups to accelerate value.
• Build and maintain knowledge base articles and user flows.
• Tag tickets for volume analysis and identify retention risks.
• Support onboarding/offboarding and related client tasks.
• Participate in software release testing and occasional weekend testing.
• Collaborate with Managed Services on time-sensitive, customer-facing tasks.

Skills

Technical troubleshooting

File & data fluency

Tooling & logs

Clear, calm communication

Process orientation

Ownership & accountability

Tools

Zendesk

HubSpot Service Hub

Intercom

Freshdesk

HubSpot CRM

Postman

Browser dev tools

Datadog

Job description

AvatarFleet is seeking a Customer Support Specialist to own the inbound ticket queue and resolve issues across email, chat, and phone. You will triage, reproduce, and escalate technical problems in DriverHub while collaborating with Customer Success, Onboarding, Engineering, and Product.

Build a knowledge base and drive customer value. Requirements include 2+ years in technical SaaS support or implementation roles, strong troubleshooting, data/file fluency, and tooling experience.