Customer Support Technician

Role overview Provide day-to-day technical support for customers using software platforms for infrastructure inspection and analysis. You’ll investigate common product and account issues, guide customers through solutions, and coordinate with internal specialists when a problem needs deeper review.

Responsibilities - Respond to support requests through chat, email, and other service channels. - Troubleshoot access, permissions, product workflows, and unexpected data or system results using established guides. - Record, classify, and escalate issues with clear context and reproduction details when available. - Keep customers informed about next steps and progress on escalated cases. - Maintain support articles and troubleshooting guidance, and flag recurring issues or process gaps. - Meet response and resolution targets while contributing to customer satisfaction and healthy ticket queues.

Requirements - 2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role. - Strong written communication and close attention to detail. - Comfort using ticketing systems and supporting customers in real time. - Ability to learn technical products, workflows, and tools quickly.

Nice to have - Experience with ticketing tools such as Pylon, Zendesk, Linear, or similar systems. - Familiarity with software troubleshooting, data concepts, APIs, or technical workflows. - Experience supporting SaaS products for operational or technical users, or working in underground infrastructure.

Benefits and work setup - Stated base salary of $85,000 plus $10,000 variable compensation; source also cites potential OTE up to $120,000. - Medical, dental, vision, basic life insurance, 401(k), and unlimited paid time off.