Support Specialist (SaaS)

Location: Hybrid role based in Foster City, California, with in-office work required Monday, Wednesday, and Friday.

Salary: $90,000–$125,000 annual base salary, plus equity.

Company

Agentic software creation platform enabling users to build applications with natural language.

What you will do

• Resolve account, billing, and product issues through customer support tickets while meeting ticket volume and resolution-time targets.
• Communicate user feedback and recurring patterns to Product and Engineering teams.
• Contribute to and maintain the Support knowledge base.
• Own complex, sensitive, or high-impact escalations and coordinate resolution across stakeholders.
• Help refine support processes as the product and team grow.

Requirements

• 4+ years of customer support experience.
• Experience with Zendesk, Stripe, Orb, and ticketing workflows.
• Excellent communication, proactive problem-solving, and strong time-management skills.
• Ability to work efficiently in fast-paced, high-volume, metrics-driven support environments.
• Ability to work independently and collaborate effectively with cross-functional teams.
• Availability for the required in-office schedule in Foster City on Monday, Wednesday, and Friday.

Nice to have

• Background in B2B SaaS customer success or support.
• Recent use of the platform within the last 3–6 months.
• Experience with AI tools such as Claude or ChatGPT.

Culture & Benefits

• Autonomous work environment with a global support team.
• Health, dental, vision, life, disability, parental, medical, and caregiver leave benefits.
• Flexible time off and holidays.
• 401(k) program with a 4% match for US employees.
• Equity, monthly wellness stipend, commuter benefits, office setup reimbursement, and quarterly team gatherings.