Technical Support

SourceAmerica; North Carolina; Remote; USD 50,000 - 70,000; Full time

Job summary

A tech solutions company in North Carolina is searching for a Technical Support specialist. In this role, you'll provide empathetic and responsive support to users, troubleshoot technical issues, and ensure customer satisfaction. Candidates should have 1-3 years of relevant experience, strong troubleshooting abilities, and be fluent in English. This position offers an opportunity to work with innovative AI solutions and influence product improvements.

Qualifications

• 1-3 years of experience in a technical support, IT, or SaaS support role.
• Ability to translate technical concepts into user-friendly language.
• Fluent in English (spoken and written).

Responsibilities

• Provide technical support via chat, email, and ticketing platforms.
• Troubleshoot API integrations and platform issues.
• Maintain and improve support documentation and FAQs.
• Monitor and categorize support tickets to identify issues.

Skills

Strong troubleshooting skills

Clear communication

Familiarity with web technologies

Proactive and organized

Tools

Zendesk

Intercom

Jira

Job description

As a Technical Support at Natural Language, you’ll be a key player in our Customer Experience team. You’ll support our users by solving technical issues, guiding them through complex systems, and helping them get the most out of our products.

This isn’t your average support role — you’ll be working with innovative AI solutions used by teams around the world, and your feedback will directly influence our product roadmap.

Responsibilities

• Provide responsive, empathetic, and technical support via chat, email, and ticketing platforms (e.g., Zendesk)
• Troubleshoot API integrations, platform issues, and user-reported bugs using diagnostic tools and logs
• Act as a liaison between customers and engineering/product teams for escalations and feature feedback
• Maintain and improve support documentation, FAQs, and internal knowledge bases
• Monitor and categorize support tickets, identifying patterns and opportunities to improve user experience
• Participate in improving support workflows and tools as we scale
• Stay up-to-date with product updates and communicate technical changes to customers clearly

What We’re Looking For

• 1–3 years of experience in a technical support, IT, or SaaS support role
• Strong troubleshooting skills and a clear, concise communication style
• Familiarity with web technologies (APIs, webhooks, browsers, developer tools, etc.)
• Ability to translate technical concepts into user-friendly language
• Comfortable using tools like Zendesk, Intercom, Jira, or similar
• Proactive, organized, and highly self-motivated — especially in remote settings
• Fluent in English (spoken and written)