Technical Support Representative

Andasol Management, Inc.•El Segundo, CA

2d•Onsite

About The Position

QuikStor is the leading SaaS facility management platform for the self-storage industry, delivering a purpose-built, scalable system that serves as the foundation for intelligent automation and modern facility operations. We are in rapid growth mode, backed by significant capital from self-storage industry veterans who share our vision to build the most advanced and scalable operating system for storage operators worldwide. The Technical Support Representative plays a critical role in ensuring QuikStor customers are successful, confident, and supported in their daily use of the platform. This role serves as the primary point of contact for technical and workflow-related questions, issues, and troubleshooting. This is not a call-center role. You will be expected to understand QuikStor’s platform deeply, think critically about customer issues, and collaborate closely with Implementation, Product, QA, and Engineering to resolve problems and improve the product over time. Success in this role is measured by customer satisfaction, issue resolution quality, responsiveness, and the ability to identify patterns that drive long-term product and operational improvements.

Requirements

2 to 4+ years of experience in a technical support or customer support role at a B2B SaaS company
Experience supporting a complex, transactional software platform
Strong troubleshooting and problem-solving skills
Excellent written and verbal communication skills
High attention to detail and strong documentation discipline
Ability to work effectively in a fast-growing, high-accountability environment
Comfortable managing multiple cases and priorities simultaneously

Nice To Haves

Experience supporting property management, proptech, fintech, or operational SaaS platforms
Familiarity with payment processing, accounting concepts, or access control systems
Experience with support tools such as Intercom, Zendesk, or similar platforms
Exposure to APIs, SQL, or basic technical diagnostics

Responsibilities

Serve as a front-line technical support resource for QuikStor customers via phone, email, and chat
Troubleshoot application issues across leasing, billing, payments, access control, reporting, and integrations
Clearly explain solutions and workflows to non-technical users in a calm, professional manner
Own customer issues from intake through resolution, ensuring timely follow-up and closure
Diagnose and document technical issues with sufficient detail for Engineering and QA escalation
Identify root causes and distinguish between user error, configuration issues, and system defects
Collaborate with Engineering and Product teams to validate fixes and communicate outcomes to customers
Maintain clear, accurate case notes and internal documentation
Contribute to customer-facing help articles, internal runbooks, and training materials
Identify recurring issues and propose documentation or product improvements to reduce friction
Partner with Implementation to support new customer onboarding and early lifecycle questions
Provide feedback to Product on usability gaps, edge cases, and customer pain points
Support QA efforts by reproducing issues and validating fixes when needed
Act as the voice of the customer within the organization
Identify trends and systemic issues that impact customer experience
Help shape a support organization that scales with the business while maintaining quality