Technical Customer Support Associate | B2B SaaS | Remote

Profex Tech; United States; Remote; USD 55,000 - 90,000; Full time

Job summary

Profex Tech is seeking a dedicated Technical Support Specialist in the United States to provide first-line support via live chat, email, and Slack. You will help customers with product setup, onboarding, and campaign configuration, sharing best practices for cold emails.

You will troubleshoot issues around API integrations, DNS records, SMTP, and email deliverability; manage tickets end-to-end; collaborate with Engineering; and create knowledge base content to improve self-service.

Qualifications

• 3–5 years of experience in Technical/SaaS support or related roles.
• Strong understanding of APIs, integrations, DNS, and email deliverability.
• Proficient written and verbal communication; explain tech to non-tech users.
• Experience handling live chat, email, Slack, or call-based support.
• Ability to manage multiple tickets in a fast-paced startup environment.
• Familiarity with AI tools to improve troubleshooting.

Responsibilities

• Provide first-line technical support through live chat, email, and Slack community channels.
• Assist customers with product setup, onboarding, campaign configuration, and cold email best practices.
• Troubleshoot technical issues related to API integrations, DNS records (SPF, DKIM, DMARC), SMTP, and email deliverability.
• Manage customer support tickets from initial query to final resolution, ensuring timely follow-ups and proper escalation to L2/L3 teams.
• Collaborate with Engineering and Product teams to resolve technical issues and share customer feedback.
• Create and maintain knowledge base articles, troubleshooting guides, and video tutorials to improve customer self-service.
• Document customer feedback and feature requests using ClickUp or similar tools.
• Leverage AI tools such as ChatGPT and Claude to improve troubleshooting efficiency, draft responses, and analyze recurring support issues.
• Maintain a monthly CSAT score above 90%.
• Handle a high volume of support tickets while ensuring quality, accuracy, and customer satisfaction.

Skills

APIs & integrations

DNS configuration

Email deliverability

Live chat support

Customer communication

Tools

ClickUp

Slack

AI tools (ChatGPT/Claude)

Job description

Key Responsibilities:

• Provide first-line technical support through live chat, email, and Slack community channels.
• Assist customers with product setup, onboarding, campaign configuration, and cold email best practices.
• Troubleshoot technical issues related to API integrations, DNS records (SPF, DKIM, DMARC), SMTP, and email deliverability.
• Manage customer support tickets from initial query to final resolution, ensuring timely follow-ups and proper escalation to L2/L3 teams.
• Collaborate with Engineering and Product teams to resolve technical issues and share customer feedback.
• Create and maintain knowledge base articles, troubleshooting guides, and video tutorials to improve customer self-service.
• Document customer feedback and feature requests using ClickUp or similar tools.
• Leverage AI tools such as ChatGPT and Claude to improve troubleshooting efficiency, draft responses, and analyze recurring support issues.
• Maintain a monthly Customer Satisfaction (CSAT) score above 90%.
• Handle a high volume of support tickets while ensuring quality, accuracy, and customer satisfaction.

Required Skills & Qualifications:

• 3-5 years of experience in Technical Support, L1 Support, Product Support, or SaaS Customer Support.
• Strong understanding of APIs, integrations, DNS configuration, and email deliverability fundamentals.
• Knowledge of SPF, DKIM, DMARC, SMTP, and email infrastructure.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Experience handling customer queries through live chat, email, Slack, or call-based support.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Comfortable using AI tools such as ChatGPT and Claude to improve productivity and support quality.
• Self-motivated, adaptable, and comfortable working in a dynamic startup environment.
• Willingness to work in flexible shifts, including rotational night shifts every three months.

Preferred Qualifications:

• Experience in SaaS chat support or technical customer support.
• Understanding of cold email campaign strategy, execution, and deliverability.
• Previous experience working in a startup or product-based company.
• Basic scripting knowledge in Python, JavaScript, or SQL for troubleshooting integrations.
• Hands-on experience with cold emailing or outbound campaigns.
• Experience creating and maintaining knowledge bases and support documentation.