Technical Support Staff

CohesionIB, Inc.; Chicago, Northern (IL, KY); Hybrid; USD 65,000 - 85,000; Full time

Benefits offered by this job

Remote work up to 4 weeks annually

Hybrid work environment in Chicago HQ

Wellness benefits

Cell phone reimbursement

Job summary

Cohesion is hiring a Technical Support Staff to join our growing team in Chicago. You own client support for the Cohesion platform, troubleshoot the application, and build lasting relationships with customers using a customer-first approach.

You will work with Product, Implementation, and Engineering to resolve issues, document solutions, and expand our self-help resources. This role reports to the VP of Engineering and requires strong technical skills and a proactive mindset.

Qualifications

• 3+ years of experience in software product technical support.
• Knowledge of SQL and/or Postman.
• Experience using Claude, ChatGPT, or other LLM tools in a professional setting.
• Ability to multitask, prioritize, and manage time effectively.
• Strong organization skills and attention to detail.
• Proficient technical skills, with the ability to quickly learn new software.

Responsibilities

• Communicate directly with end-users, field inbound questions and challenges, and advise on resolutions grounded in thorough product knowledge.
• Respond to inbound chat, email, and phone support requests.
• Build trust and confidence with customers, advise them with care, and act as their point of contact for troubleshooting.
• Follow Cohesion's communication guidelines for customer engagement.
• Act as a subject-matter expert on the Cohesion platform and keep your product knowledge current.
• Troubleshoot features and integrations to remediate configuration issues, define bugs and defects, and route issues to the right engineering team.
• Spot patterns and trends in customer inquiries, and report and escalation recurring issues to improve the platform.
• Manage and refine the full list of customer challenges that involve the product and engineering teams.
• Use Claude, ChatGPT, or other LLM tools to accelerate troubleshooting, draft customer communications, and improve support workflows.
• Test the product on an ongoing basis.
• Keep strong records and documentation of every customer interaction.
• Expand and refine our customer-facing self-help library.
• Produce and maintain customer-facing reporting documents.
• Share customer sentiment and feature feedback with Customer Success and adjacent teams.
• Work with Product, Engineering, and Implementation to get customers strong resolutions to their support questions.

Skills

3+ years experience

SQL

Postman

Claude

ChatGPT

multitasking

organization

learning new software

Education

Bachelor's degree

Tools

SQL

Postman

Job description

Cohesion builds the software, AI, and advisory services that connect people, systems, and spaces in commercial real estate: access control, smart maintenance, tenant experience, and energy management, all from one platform.

About the position

Cohesion is hiring a Technical Support Staff to join our rapidly growing team. You report to the VP of Engineering and work cross-functionally with Product, Implementation, and Engineering. You own client support for the Cohesion platform: fielding questions, troubleshooting the application, and building lasting relationships with customers. Bring a customer-first approach and you will help shape our customer success strategy.

What you will do

• Communicate directly with end-users, field inbound questions and challenges, and advise on resolutions grounded in thorough product knowledge.
• Respond to inbound chat, email, and phone support requests.
• Build trust and confidence with customers, advise them with care, and act as their point of contact for troubleshooting.
• Follow Cohesion's communication guidelines for customer engagement.

Troubleshooting and escalation

• Act as a subject-matter expert on the Cohesion platform and keep your product knowledge current.
• Troubleshoot features and integrations to remediate configuration issues, define bugs and defects, and route issues to the right engineering team.
• Spot patterns and trends in customer inquiries, and report and escalation recurring issues to improve the platform.
• Manage and refine the full list of customer challenges that involve the product and engineering teams.
• Use Claude, ChatGPT, or other LLM tools to accelerate troubleshooting, draft customer communications, and improve support workflows.
• Test the product on an ongoing basis.

Documentation and cross-team work

• Keep strong records and documentation of every customer interaction.
• Expand and refine our customer-facing self-help library.
• Produce and maintain customer-facing reporting documents.
• Share customer sentiment and feature feedback with Customer Success and adjacent teams.
• Work with Product, Engineering, and Implementation to get customers strong resolutions to their support questions.

Required qualifications

• 3+ years of experience in software product technical support.
• Knowledge of SQL and/or Postman.
• Experience using Claude, ChatGPT, or other LLM tools in a professional setting.
• Ability to multitask, prioritize, and manage time effectively.
• Strong organization skills and attention to detail.
• Proficient technical skills, with the ability to quickly learn new software.

Desired qualifications

• Proptech or real estate experience.
• Previous experience at a startup.
• Bachelor's degree in a related field.

What you can expect from Cohesion

Cohesion is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States. Our benefits are designed to invest in our employees and their families, supporting their health, happiness, and overall quality of life.

Health and wellness

• United Healthcare PPO medical coverage, dental and vision through MetLife, short and long-term disability, a $40 monthly wellness reimbursement, and pet insurance.

Retirement

• 401(k) with a 100% match on the first 1% of compensation, plus a 50% match on the next 5%.

Work-life balance

• Paid time off (PTO): enjoy a responsible unlimited PTO program after 3 months of employment.
• Remote work: up to 4 weeks annually of fully remote work.
• Hybrid work environment: Chicago-based employees work out of our bright and sunny HQ office Tuesday through Thursday, with snacks, drinks, collaboration space, and an outdoor patio overlooking the Chicago River.

Professional development and culture

• Collaborative environment: work in an open environment with optional creative brainstorming sessions for all employees.
• Annual all-staff gathering: participate in a two-day mix of professional development and fun.
• Monthly events: enjoy an all-employee lunch per month, an all-employee breakfast per month, and monthly social events.
• Additional perks: $50 monthly cell phone reimbursement and tax-free transit benefits.

At Cohesion, we see diversity and inclusion as a source of strength. We believe building trust and innovation are best achieved through diverse thought and practice. Individuals seeking employment at Cohesion are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.