Customer Support Technician

SewerAI Corporation

1d•$85,000 - $85,000

About The Position

The Customer Support Technician is a technical support role within SewerAI’s Customer Enablement organization. The role assists customers with day-to-day use of the PIONEER and AutoCode SaaS platforms by resolving common technical issues, answering product usage questions, and providing timely, accurate support. The technician works with Support, Product, Engineering, and Professional Services to triage issues, follow established troubleshooting processes, and escalate complex problems with clear documentation and context. The ideal candidate is detail-oriented, curious, comfortable communicating with customers, and eager to learn new technical systems.

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.

Nice To Haves

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.

Responsibilities

Respond to customer support requests through 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, and expected system outputs.
Follow established troubleshooting guides and support playbooks.
Clearly communicate findings, next steps, and resolutions to customers.
Classify and document incoming support requests accurately.
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 to customers.
Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.
Identify recurring issues and flag documentation or process gaps.
Maintain clean, well-documented tickets to support efficient collaboration.
Meet defined first response time and resolution SLAs.
Provide professional, clear, customer-focused support and contribute to customer satisfaction and ticket backlog health.