Remote SaaS Support Specialist — Troubleshooting & Guides

Hire Feed; North Carolina; Remote; USD 42,000 - 68,000; Full time

Benefits offered by this job

Fully remote

Flexible hours

Bonus program

Learning stipend

Health benefits

Job summary

Hire Feed is hiring a Customer Support Specialist to resolve product issues and guide customers through technical questions. The role blends product knowledge, troubleshooting, and clear communication to turn support tickets into trusted relationships.

Responsibilities include resolving issues via email/chat/tickets within SLA, documenting bugs, and updating the knowledge base. The role supports asynchronous work across time zones with a remote setup.

Qualifications

• 2+ years in a customer support or technical support role at a SaaS company.
• Proficient in written communication and translating tech concepts for users.
• Experience with helpdesk tools and documenting solutions.

Responsibilities

• Resolve customer issues across email, chat, and tickets within SLA.
• Troubleshoot product issues, reproduce bugs, and document for engineers.
• Maintain and update help centre articles and FAQs.
• Track recurring themes and surface insights to product teams.
• Collaborate with Customer Success on escalations and at-risk accounts.
• Contribute to internal training from ticket learnings.

Skills

Customer support experience

SaaS experience

Strong written communication

Troubleshooting basics

Read API logs/browser consoles

Empathy and patience

Tools

Zendesk

Intercom

Help Scout

Job description

Hire Feed is hiring a Customer Support Specialist to resolve product issues and guide customers through technical questions. The role blends product knowledge, troubleshooting, and clear communication to turn support tickets into trusted relationships.

Responsibilities include resolving issues via email/chat/tickets within SLA, documenting bugs, and updating the knowledge base. The role supports asynchronous work across time zones with a remote setup.