SaaS Customer Support Technician I

PossibleNOW

Duluth (GA)

On-site

USD 42,000 - 60,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401K plan with Company Match

Paid Time Off

Paid Company Holidays

Dental and vision insurance

Life, AD&D, short-term & long-term-dis

Job summary

PossibleNOW, located in Duluth, GA, is seeking a Customer Support Specialist Level 1 focused on infrastructure and customer success within our SaaS platform. You will onboard new customers, troubleshoot Tier 1/2 issues, and collaborate with Product, Engineering, QA, and Operations to ensure a high-quality support experience.

The role emphasizes clear communication, problem solving, and a willingness to participate in after-hours support when needed.

Qualifications

High school diploma or GED required; associate or bachelor's degree in a related field preferred.
Ability to quickly learn and adapt to new software platforms, tools, and technologies in a SaaS environment.
Working knowledge of data formats and encoding standards such as ASCII and Unicode.
Experience with monitoring, troubleshooting, or diagnostic tools such as Domo and Microsoft Dynamics CRM.
Proficiency with SFTP clients such as WinSCP, Globalscape, MuleSoft, or FileZilla.
Hands-on experience with Splunk including searching, monitoring, alerting, reporting, or dashboarding.
Experience supporting or testing APIs using tools such as Postman or Fiddler, with working knowledge of HTTP protocols and status codes.
Strong customer service skills, ideally in a software, technology, or SaaS environment.
Excellent verbal and written communication skills; able to explain technical concepts clearly.
Strong interpersonal skills and ability to build productive relationships with customers and internal teams.

Responsibilities

Create and update customer accounts and access configurations to support platform use.
Lead onboarding and deliver product training for successful adoption and value.
Triage, troubleshoot, and resolve Tier 1 and 2 issues promptly.
Communicate issue updates and resolution steps clearly to customers.
Perform recurring operational tasks to support platform performance and data processing.
Document issues and collaborate with Product, Engineering, and internal teams on escalations.
Assist with system testing, validation, and release support activities as needed.
Contribute to process improvements and knowledge sharing across the team.
Occasionally participate in after-hours or on-call support for critical issues.
Handle sensitive information with professionalism and confidentiality.