Technical Customer Support Specialist

4+ years of experience in technical customer support for SaaS or software products. Work during north-american business hours is a requirement. Strong problem-solving skills and familiarity with debugging tools and workflows. Ability to break down complex issues into clear steps and communicate solutions in a customer-friendly way. Comfort working with customer-facing ticketing tools (Zendesk, Intercom, HubSpot, etc.). Proven success resolving issues that involve multiple systems or integrations. Strong written and verbal communication skills in English. Ability to prioritize and manage multiple tickets without dropping details. Basic understanding of front-end behavior (JS errors, browser debugging) or backend concepts (timeouts, rate limits). Experience with small teams, startups, or fast-paced environments. Comfort creating documentation or user guides.

Serve as the primary point of contact for customers experiencing technical issues. Debug and resolve configuration problems related to integrations, automations, workflows, and platform settings. Reproduce, document, and escalate complex issues to engineering when needed. Guide customers on best practices for setup, activation, and ongoing use of Distance. Work in ticketing systems to ensure timely responses and SLAs. Partner with product and engineering to identify recurring issues and contribute to long-term solutions. Maintain clear and empathetic communication with customers via call and email throughout the troubleshooting process. Create and update support documentation, playbooks, and workflows. Participate in improving internal tools and processes that streamline support. Become a product expert capable of understanding new features, testing updates, and giving feedback.