Technical Support Agent - North America

1-3 years of experience in technical support for a SaaS product. Excellent written and verbal communication skills. Ability to translate complex topics for non-technical users. Highly organized, proactive, and comfortable in a fast-moving startup environment. A genuine sense of urgency.

Respond to customer inquiries via live chat and email, maintaining a 1-minute average first response time. Troubleshoot product and integration issues, escalating when needed. Use Postman to test API endpoints and SQL to run basic queries for debugging or validation. Investigate customer behavior and issues using FullStory session data. Collaborate closely with CSMs and the Solutions team for onboarding and post-launch support. Document resolutions and update internal Zendesk macros and knowledge base articles. Identify recurring issues and propose process or product improvements.