Remote Tier 1 Tech Support & Onboarding

Movate; Chicago (IL); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Movate is seeking a proactive Tier 1 Technical Support Specialist to support Super File’s product launch. You will be the first contact for users, guiding onboarding, adoption, and end-user enablement either on-site at the South Jordan, UT facility or remotely from Chicago, IL.

You will diagnose routine issues, document escalations for Tier 2/Engineering, and contribute to KB articles and support workflows, while capturing user insights to influence upcoming releases.

Qualifications

• Minimum of 2 years in technical customer support, helpdesk, or customer success role (SaaS or software product support preferred).
• Excellent written and verbal communication with the ability to explain technical concepts clearly to non-technical users.

Responsibilities

• Guide new users through initial account setup, product features, and configuration to maximize early adoption and long-term success.
• Provide proactive customer education and guidance throughout the product lifecycle to empower end-users.
• Diagnose routine technical issues efficiently using standard troubleshooting steps and knowledge base articles.
• Capture structured, high-quality documentation for unresolved cases, ensuring engineering-ready detail (steps to reproduce, logs, user environment, error messages) when escalating to Tier 2/Engineering teams.
• Create, update, and refine internal and customer-facing Knowledge Base (KB) articles based on common support trends.
• Partner with product and support leaders to continuously enhance support workflows and training resources.
• Track and identify recurring customer pain points, product gaps, and feature enhancement opportunities.
• Feed user insights back to product and engineering teams to help shape future release roadmaps.

Skills

Tech support

Communication skills

Problem solving

Job description

Movate is seeking a proactive Tier 1 Technical Support Specialist to support Super File’s product launch. You will be the first contact for users, guiding onboarding, adoption, and end-user enablement either on-site at the South Jordan, UT facility or remotely from Chicago, IL.

You will diagnose routine issues, document escalations for Tier 2/Engineering, and contribute to KB articles and support workflows, while capturing user insights to influence upcoming releases.