In this role, you will work directly with customers to solve complex challenges, build scalable solutions, and introduce modern AI-powered approaches into our support and service delivery processes. This remote opportunity is ideal for candidates who thrive in fast-moving environments, enjoy solving problems, and see artificial intelligence as a tool for driving meaningful impact.
About the Role
- Provide technical support to TeamDynamix customers, delivering timely and effective solutions while maintaining an exceptional customer experience.
- Work directly with clients to troubleshoot issues and implement technical solutions that improve their use of TeamDynamix.
- Manage incoming support requests with strong documentation, communication, prioritization, and follow-through.
- Troubleshoot and replicate customer issues to identify root causes and implement long-term solutions.
- Partner cross-functionally with Support, Professional Services, and Engineering teams to resolve complex technical challenges.
- Serve as a technical resource and knowledge multiplier, sharing expertise and supporting continuous learning across the team.
- Deliver customer training and guidance around product updates, functionality, and best practices.
- Advocate for customers by ensuring critical issues are escalated appropriately and addressed efficiently.
- Contribute to special projects designed to improve operational effectiveness and overall support quality.
- Identify and implement process improvements and automation opportunities that reduce friction for customers and internal teams.
- Create and maintain knowledge base content and documentation that enables scalable, proactive support.
- Introduce and apply AI tools and workflows to improve ticket management, knowledge creation, and operational efficiency.
- Build and iterate on AI-driven solutions that enhance self-service experiences, increase team efficiency, and improve support outcomes.
About You
- Bachelor's degree in a related field or equivalent work experience.
- 3-5+ years of experience in professional services, consulting, solutions engineering, or technical support within SaaS environments.
- 2+ years of experience working directly with customers in a technical capacity.
- Strong experience with troubleshooting methodologies, technical problem solving, and customer issue resolution.
- Demonstrated ability to independently own problems from discovery through resolution and process improvement.
- Entrepreneurial mindset with a proactive, self-directed approach and a strong sense of accountability.
- Experience working with APIs, web services, and third-party integrations (preferred).
- Exposure to scripting languages such as JavaScript, Python, or PowerShell (preferred).
- Experience with conversational AI solutions or AI-enabled workflows is highly valued.
- Familiarity with tools such as Claude, Microsoft Copilot, ChatGPT/OpenAI, or similar AI technologies.
- Understanding of Microsoft Windows environments, databases, web servers, and networking concepts (preferred).
- Strong communication and interpersonal skills with the ability to engage effectively with both technical and non-technical audiences.
- Highly organized with the ability to manage multiple priorities while maintaining quality and responsiveness.
- Passionate about documentation, knowledge sharing, and building systems that scale.
- Brings a customer-first mindset, a bias toward action, and enthusiasm for continuous improvement and innovation.
If you believe you could add value to our team but don't meet all the criteria listed, we still encourage you to apply!
What We Offer- Competitive compensation that reflects employees' skills and contributions.
- Comprehensive health insurance plans.
- Wellness programs that promote physical and mental well-being.
- Traditional and Roth 401(k) savings options with company match.
- Remote-first with flexible working hours.
- Prioritized work-life balance, with 15 observed days off in addition to PTO.
- Family-friendly policies including paid parental leave.
- Paid life insurance, short-term, and long-term disability insurance.
- Regular acknowledgement of achievements with recognition programs.
- Counseling services and resources for personal and professional challenges.
- Transparent communication about company goals, strategy, and performance.
- Regular feedback sessions and performance reviews.
- Anti-bias and anti-harassment training programs.
- Trust and autonomy in decision-making within your role.
- Work environment that encourages you to be your authentic self.
- Flat management structure with approachable leaders who want to hear your feedback.
- Backed by two private equity firms that invest in high-growth private companies across North America.
