Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing Tier 1 customer support and troubleshooting for a workforce management platform with an accent on real-time issue resolution and user onboarding. Focus on diagnosing GPS and geofence technical glitches, managing billing cycles, and streamlining communication between customers and engineering teams.

Location: Remote (Must be based in the US and have full US working rights)

Salary: $40,000 USD/year

Company

A venture-backed startup revolutionizing workforce management in the construction industry by bringing transparency and technology to labor management.

What you will do

• Handle a high volume of inbound customer interactions via phone and chat queues in real time.
• Troubleshoot product usage, specifically GPS, location issues, and geofence setups on mobile and web applications.
• Manage billing support, including invoices, charges, pricing plans, and payment updates.
• Identify and resolve duplicate user profiles and assist with data cleanup.
• Collaborate with Tier 2, Engineering, Revenue, and Sales teams to escalate and resolve complex technical issues.
• Maintain accurate documentation of all customer interactions and follow internal workflows.

Requirements

• Must be based in the US and have full US working rights.
• Strong verbal and written communication skills.
• Ability to multitask across multiple simultaneous conversations (chat and phone).
• Basic technical troubleshooting skills and a customer-first mindset.
• Experience working in a fast-paced, high-volume environment.

Nice to have

• Previous experience in customer support or call center environments.
• Experience with SaaS or workforce management tools.
• Familiarity with CRM or support ticketing systems.
• Fluency in Spanish.

Culture & Benefits

• Comprehensive health insurance: Aetna medical, dental, and vision coverage.
• Financial planning with a 401(k) retirement plan through Empower.
• Wellness perks including Teladoc virtual care, One Medical membership, and Kindbody family-building support.
• Flexible Spending Accounts (FSA) and Employee Assistance Program.
• Pre-tax commuter benefits for employees based in the San Francisco office.