Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Managing complex technical support tickets and investigating root causes via SQL and log analysis with an accent on API integrations and data validation. Focus on bridging the gap between customers and engineering by translating real-world issues into clear technical context.

Location: Remote (Global). Majority of hours must overlap with US PST or EST Time Zones (9 AM - 5 PM)

Salary: $20–$25 per hour

Company

An AI-powered Employee Relations Platform that helps HR teams manage issues through standardized workflows and automated insights.

What you will do

• Investigate root causes of complex support tickets using SQL, log analysis, and data inspection.
• Query databases directly to validate customer data and verify fixes.
• Diagnose API integration issues by reading and editing JSON payloads and webhooks.
• Collaborate with engineering on bug triage and provide detailed technical escalation notes.
• Communicate technical findings in plain language to both technical and non-technical customers.
• Maintain and improve internal documentation, runbooks, and troubleshooting guides.

Requirements

• Proven ability to write SQL queries for data investigation (JOINs, filters, aggregations).
• Comfortable reading and editing JSON (API payloads, config files).
• Experience navigating cloud or application logs to trace errors and surface events.
• Excellent written English communication skills.
• Strong systematic troubleshooting instincts and high attention to detail.

Nice to have

• Experience with AWS CloudWatch or similar tools (Datadog, Sumo Logic).
• Familiarity with REST APIs and tools like Postman.
• Background in SaaS support, technical account management, or IT operations.
• Exposure to Zendesk, Linear, or similar issue-tracking platforms.

Culture & Benefits

• Female-founded, fast-growing, venture-backed startup environment.
• Culture-focused workplace dedicated to authenticity and inclusion.
• Opportunity to work with an AI/LLM-first architecture in the HR space.
• Flexible remote setup for a global team.