Tier 1 Tech Support & Onboarding Specialist

Movate; South Jordan (UT); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Movate is seeking a proactive Tier 1 Technical Support Specialist to join our team in support of Super File’s product launch. You will be the first point of contact for users, guiding onboarding, adoption, and end-user enablement from our South Jordan, Utah facility or remotely at the client's Chicago HQ.

In this role, you will diagnose routine issues, document clear steps to reproduce, and escalate complex cases to Tier 2 engineering with high-quality details.

Qualifications

• Minimum of 2 years in technical customer support or SaaS support.
• Able to explain technical concepts to non-technical users.
• Structured troubleshooting, issue tracking, and documentation.

Responsibilities

• Onboard and educate new users to maximize product adoption.
• Troubleshoot Tier 1 issues using standard steps and KB articles.
• Capture clear, reproducible details for escalations to Tier 2.
• Create and update KB articles based on trends.
• Collaborate with product and support leaders to improve workflows.
• Identify recurring pain points and relay insights for roadmaps.

Skills

Clear communication

Problem solving

Customer-centric mindset

Tools

Ticketing system

Knowledge base

Job description

Movate is seeking a proactive Tier 1 Technical Support Specialist to join our team in support of Super File’s product launch. You will be the first point of contact for users, guiding onboarding, adoption, and end-user enablement from our South Jordan, Utah facility or remotely at the client's Chicago HQ.

In this role, you will diagnose routine issues, document clear steps to reproduce, and escalate complex cases to Tier 2 engineering with high-quality details.