sewer-ai - Customer Support Technician
Requirements
• 2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role. • Strong written communication skills and attention to detail. • Comfort working in ticketing systems and real-time support environments. • Ability to learn technical products, workflows, and tools quickly. • Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar. • Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows. • Exposure to SaaS products serving operational or technical users. • 2-4 years of experience in the Underground Infrastructure Industry • Key Performance Metrics • First Response Time (FRT): Timely responses across all support channels. • Resolution Effectiveness: Successful resolution of Tier 1 issues using documented processes. • Ticket Quality: Accurate categorization, documentation, and escalation. • Customer Satisfaction (CSAT): Clear, helpful, and professional support interactions.
Responsibilities
• Technical & Product Support • Respond to customer support requests via Pylon, Slack, in-app chat, and email. • Diagnose and resolve common, documented issues related to: • User access and permissions • Platform usage and workflows • Data visibility or expected system outputs • Follow established troubleshooting guides and support playbooks. • Clearly communicate findings, next steps, and resolutions to customers. • Issue Triage & Escalation • Accurately classify and document incoming support requests. • Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available. • Track escalated issues and communicate status updates back to customers. • Knowledge & Process Contribution • Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides. • Identify recurring issues and flag documentation or process gaps to the team. • Maintain clean, well-documented tickets that support efficient collaboration. • Customer Experience & Support Operations • Meet defined first response time (FRT) and resolution SLAs. • Deliver professional, clear, and customer-focused support interactions. • Support overall team goals for customer satisfaction and ticket backlog health.
Benefits
• Base Salary: $85,000 + $10,000 Variable • Up to $120,000 OTE • Medical, Dental, Vision, Basic Life, 401(k), and more • Unlimited PTO • Tools and resources to support success • Competitive compensation with high-growth potential • _______________________________________________________________________
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