5-7 years of experience working directly with customers, preferably in SaaS.
Familiarity with CRM databases and ticketing systems like Intercom and Zendesk, as well as ATS and job boards.
Experience in recruitment, SaaS, or HRIS industries is preferred.
Bachelor's degree or equivalent professional experience required.
Strong analytical skills with the ability to identify risks.
Responsibilities
Diagnose and troubleshoot complex customer issues using logical reasoning and testing.
Manage the lifecycle of technical bugs from documentation to final resolution.
Communicate technical concepts clearly and concisely to non-technical users via multiple channels.
Proactively identify and eliminate technical roadblocks for customers.
Contribute to help articles and internal documentation based on resolved issues.
Stay up-to-date on platform features to provide accurate technical guidance.
Benefits
100% remote work environment.
Unlimited vacation and PTO.
Challenging role with growth opportunities in a supportive team setting.
Full Job Description
As a technical advisor, you will own the lifecycle of an issue from discovery to resolution, ensuring that our users feel heard and our platform remains flawless. If you are a curious investigator who refuses to leave a technical question unanswered, we want to talk to you.
What You'll Do
Advanced Troubleshooting: Diagnose and troubleshoot complex customer issues using logic, deductive reasoning, and testing.
Bug Lifecycle Management: Act as the primary owner for reported technical bugs, ensuring they are documented, escalated to the appropriate engineering teams, and tracked through to final resolution.
Effective Technical Communication: Provide exceptional support through email, chat, and video, explaining complex technical concepts and bug fixes clearly and concisely to non-technical users.
Proactive Advocacy: Eliminate technical roadblocks allowing customers to effectively achieve their goals.
Knowledge Development: Contribute to help articles and internal documentation to improve self-service resources based on recurring technical issues you've resolved.
Platform Expertise: Stay up-to-date on the latest platform features and updates to provide immediate, accurate technical guidance.
Who You Are
Analytical Problem-Solver: You have a proactive approach to identifying root causes and don't stop until you find a solution to a customer's challenge.
Tech-Savvy Detective: You are highly comfortable navigating software applications and learning new technologies quickly
Persistent Follow-Through: You take ownership of problems and follow through to resolution, ensuring no customer bug is left behind.
Customer-Centric: You are passionate about providing outstanding service and going the extra mile to ensure customer satisfaction.
Poised Under Pressure: You can manage difficult or escalated technical situations with poise, composure, and diplomacy.
Excellent Communicator: You have strong written skills and can adapt your style to explain complex information to any audience.
Qualifications
Experience: experience working directly with customers in a professional capacity (SaaS experience preferred).
Technical Literacy: Familiarity with CRM databases and ticketing systems (e.g., Intercom, Zendesk), as well as preferably applicant tracking systems (ATS), and job boards.
Industry Knowledge: Experience working within recruitment, SaaS, or HRIS industries is a significant plus.
Education: Bachelor's degree or equivalent professional experience.
Skills: Strong analytical abilities and a demonstrated ability to identify risks.
Benefits
Remote-First: 100% remote-based workforce.
Flexibility: Unlimited vacation and PTO.
Growth: A challenging role that offers significant opportunities for development in a supportive team environment.
