Technical Support Specialist

Careerswift

9d•$65,000 - $85,000•Remote

About The Position

CerebriOS is a software company building B2B SaaS products that help businesses make better decisions, streamline operations, and get more value from their data. Our products combine practical business workflows with intuitive technology designed for everyday use. You will join the customer-facing team supporting our new analytics platform for mid-market businesses. You will help customers troubleshoot product issues, understand how to use the platform effectively, and resolve technical questions around data, reporting, integrations, and account configuration. You will work closely with Customer Success, Engineering, and Product to make sure customer issues are resolved quickly and recurring problems are addressed at the source.

Requirements

1+ year of experience in technical support, customer support, application support, or a similar role
Experience supporting SaaS, web applications, or other business software
Strong troubleshooting and problem-solving skills
Comfortable investigating technical issues rather than relying only on predefined scripts
Good understanding of web applications, APIs, integrations, and common software issues
Strong written and verbal English communication skills
Ability to explain technical concepts clearly to both technical and non-technical customers
Organized approach to managing multiple support requests and priorities
Comfortable collaborating with Engineering, Product, Customer Success, and other teams

Nice To Haves

Experience supporting analytics, reporting, data, or business intelligence products
Basic SQL knowledge
Familiarity with APIs and tools such as Postman
Experience with Zendesk, Intercom, Jira, or similar platforms
Experience troubleshooting data integrations
Previous B2B SaaS experience
Experience creating customer-facing technical documentation

Responsibilities

Provide technical support to customers through email, chat, and other support channels
Investigate and resolve issues related to dashboards, reports, data, integrations, and product functionality
Reproduce reported issues and gather the technical information needed to identify their cause
Guide customers through product configuration and troubleshooting in a clear, practical way
Escalate complex technical issues to Engineering with clear reproduction steps and relevant context
Track support requests and maintain accurate documentation in the support system
Identify recurring customer issues and work with Product and Engineering to improve the product
Create and maintain help articles, troubleshooting guides, and internal support documentation
Monitor support trends and help identify opportunities to improve customer experience and product reliability
Work closely with Customer Success and Implementation teams during onboarding and ongoing customer support