Customer Support Representative

Role overview This role supports customers of a manufacturer-facing condition monitoring platform, handling hardware and network outage inquiries across phone, email, software, and internal channels. The representative partners with cross-functional stakeholders to deliver timely fixes and durable long-term solutions while building trust with customers. It is a customer-facing, high-volume support seat within a remote-first distributed team.

Responsibilities - Manage multiple concurrent streams of support requests arriving via software, phone, email, and internal escalations. - Coordinate with internal and external stakeholders to resolve challenging cases and secure long-term solutions. - Work across departments to deliver a high-quality customer experience and channel product feedback back to the Product team. - Proactively reach out to customers by phone at short notice to contain issues before they expand. - Build trusting relationships with customers and internal stakeholders through clear, timely communication. - Proactively identify potential challenges before they become incidents and consistently meet case and response time targets. - Use multiple software tools to diagnose problems accurately and drive the correct resolution. - Promote customer loyalty through recognition initiatives and additional duties as directed by the support manager.

Requirements - 2+ years of technical support experience or equivalent. - 2+ years of customer service interaction, whether in person or virtual. - Bilingual fluency in English and Spanish. - Experience with high-volume support ticketing systems. - Experience with CRM platforms; Salesforce is strongly preferred. - Ability to use remote communication tools such as Zoom and Slack to interact productively with internal and external stakeholders.

Benefits and work setup Remote-first company with a distributed team across the United States and Ontario, Canada, and core-hours collaboration expected. The posted US salary range is $58,000 to $60,000, with eligibility for equity and benefits. The compensation package includes stock options, a flexible schedule, comprehensive benefits with retirement plan matching, unlimited PTO, and the chance to make a visible impact on a growing team.