Technical Customer Support Representative

PublicInput•Raleigh, NC

About The Position

PublicInput is seeking a Technical Customer Support Representative to serve as the front line of the customer experience. This role is responsible for managing inbound support requests, guiding customers through platform usage, and ensuring timely, effective resolution of issues. This position combines general support responsibilities with support for time-sensitive customer workflows, including live or scheduled events. You will work closely with Tier 2 Support, Customer Success, and Implementation to ensure customers are supported before, during, and after key moments. This role requires strong communication, sound judgement, and the ability to operate calmly in both routine and high-priority situations, with a primary focus on supporting customers during West Coast business hours.

Requirements

2-4 years of experience in customer support, customer success, or similar role (SaaS preferred)
Demonstrated ability to independently troubleshoot and resolve moderately complex issues (permissions, data structures, integrations, configuration issues)
Experience managing a support queue with competing priorities, including time-sensitive or live customer workflows.
Comfortable investigating issues across systems (e.g., admin settings, browser behavior, basic API responses, logs) to identify root cause
Experience documenting bugs clearly and collaborating with engineering teams using tools like Azure DevOps (or similar)
Familiarity with tools such as Intercom, Slack, and ticketing/workflow systems
Strong communicator who can clearly guide non-technical users
Demonstrated ability to navigate complex or ambiguous customer scenarios and drive them toward resolution
Calm and reliable in time-sensitive or high-pressure situations
Curious and proactive problem solver
Highly organized with strong attention to detail
Good judgement in determining when to resolve independently vs. escalate
Ability to work Pacific Time Zone hours on a consistent basis
Comfortable supporting time-sensitive customer needs, including real-time or scheduled events, with occasional after-hours availability

Nice To Haves

Experience supporting or interacting with enterprise or high-touch customers is a plus

Responsibilities

Manage inbound customer support requests via chat, email, and screenshare, ensuring timely and professional responses
Troubleshoot platform usage, configuration questions, and basic technical issues
Support customers in preparing for and executing time-sensitive workflows, including live or scheduled events
Provide real-time assistance when needed for high-priority customer scenarios
Identify, document, and escalate bugs or complex issues to Tier 2 with clear and actionable context
Collaborate with Customer Success Managers and Implementation teams on complex or high-visibility accounts
Maintain accurate documentation of issues, feature requests, and edge cases
Contribute to internal knowledge base and support documentation
Identify opportunities to help customers better utilize the platform and improve their outcomes

Benefits

Unlimited Paid Time Off: You know yourself best, so we trust you to take the time you need to maintain a rewarding work/life balance.
Group Health, Dental, and Vision Plan: PublicInput offers a company-subsidized healthcare plan that covers 100% of your medical premiums or up to $800 per month for you and your dependents. We also have options to add Dental, Vision, Life, and other benefit coverages for the employee and their family.
$1,000 HSA Contribution: PublicInput will contribute $1,000 annually (spread over each month) to an employee’s Health Savings Account (HSA).
Pre-tax 401 (k): The company provides access to make pre-tax contributions to a 401 (k) plan, and will match 50 cents on the dollar up to 6% of an employee’s base salary

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