Technical Support Specialist

KaiCalls; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

KaiCalls is seeking a customer support professional to deliver fast, accurate help for technical SaaS customers from a remote US location. You will own email and scheduled troubleshooting, reproduce issues, and escalate with complete context to resolve customer impact.

You will also maintain customer-facing help content, surface churn risk, and work toward high-first-contact resolution within published coverage hours. Strong communication and 2+ years in SaaS support are essential.

Qualifications

• 2+ years in technical SaaS support.
• Excellent written and spoken communication.
• Ability to troubleshoot devices, browsers, integrations, and account configuration.
• Sound judgment with sensitive call and customer data.

Responsibilities

• Own email and scheduled troubleshooting support.
• Reproduce agent, routing, number, billing, and dashboard issues.
• Escalate with timestamps, identifiers, reproduction steps, attempted fixes, and customer impact.
• Maintain customer-facing help content and surface churn risk.

Skills

SaaS support experience

Communication skills

Troubleshooting devices & integrations

SQL familiarity

Job description

The mission

Give customers fast, accurate help while preserving the evidence needed to fix the underlying product or carrier problem.

What you will own

• Own email and scheduled troubleshooting support.
• Reproduce agent, routing, number, billing, and dashboard issues.
• Escalate with timestamps, identifiers, reproduction steps, attempted fixes, and customer impact.
• Maintain customer-facing help content and surface churn risk.

What success looks like

• Fast response during published coverage hours.
• High confirmed-resolution rate with a low reopen rate.
• Every escalation arrives as a complete diagnostic packet.
• Support guidance stays aligned with the live product.

What we are looking for

• 2+ years in technical SaaS support.
• Excellent written and spoken communication.
• Ability to troubleshoot devices, browsers, integrations, and account configuration.
• Sound judgment with sensitive call and customer data.

Helpful, not mandatory

• English and Spanish fluency.
• Telephony or contact-center support.
• SQL or production-log familiarity.

Compensation

The base salary range is $55,000-$75,000 USD for a US-remote employee. Final compensation will reflect role level, location policy, experience, benefits, variable compensation where applicable, and equity. Contractor arrangements are scoped separately.

How we evaluate

We use the same core evidence for every candidate: comparable outcomes, ownership, customer judgment, role skill, communication, and learning velocity. The process normally includes a short screen, a paid and bounded work sample, structured interviews, and reference checks.

Example paid work sample: Respond to simulated tickets covering intermittent missed calls, unexpected usage, and a Spanish-speaking owner who cannot verify forwarding.

Your first 90 days

1. First 30 days: Learn the product, policies, and escalation map.
2. By 60 days: Own the queue with regular quality review.
3. By 90 days: Improve response and reopen rates while publishing the top support gaps.