Remote Tier 1–2 Tech Support Engineer (SaaS)

Talantir; New York (NY); Remote; USD 70.000 - 110.000; Vollzeit

Zusammenfassung

Slang AI is hiring a Technical Support Specialist to own Tier 1 and Tier 2 support across phone, email, and ticket channels. You will work closely with Customer Success, Implementation, Product, and Engineering to resolve issues, identify trends, and scale support as the company grows.

This is a remote role with occasional offsites. The ideal candidate brings 3+ years in SaaS support, strong problem-solving abilities, and excellent communication to translate technical concepts for customers.

Qualifikationen

• 3+ years in technical or SaaS customer support with increasing complexity.
• Experience troubleshooting software systems, integrations, data flows, and APIs.
• Experience with modern support tools and CRM/ticketing platforms (e.g., HubSpot).

Aufgaben

• Own Tier 1 and 2 support across phone, email, and tickets.
• Resolve issues using logs, configurations, and API-level analysis.
• Escalate to Product or Engineering when needed while maintaining ownership.
• Build and refine knowledge bases for internal and external users.
• Identify automation opportunities to scale support without compromising quality.
• Provide clear, transparent communication during incidents and maintain customer trust.

Kenntnisse

Technical support

Customer support

Logs & APIs

CRM & ticketing

Communication skills

Problem solving

Team collaboration

Tools

Pylon

HubSpot

Jobbeschreibung

Slang AI is hiring a Technical Support Specialist to own Tier 1 and Tier 2 support across phone, email, and ticket channels. You will work closely with Customer Success, Implementation, Product, and Engineering to resolve issues, identify trends, and scale support as the company grows.

This is a remote role with occasional offsites. The ideal candidate brings 3+ years in SaaS support, strong problem-solving abilities, and excellent communication to translate technical concepts for customers.