Customer Support Specialist (HRtech)

TL;DR

Customer Support Specialist (HRtech): Managing complex technical cases and driving escalations to resolution within a secure HR technology platform with an accent on advanced troubleshooting and cross-functional collaboration. Focus on diagnosing system issues using Sumo and DataDog, validating product defects, and improving internal support resources.

Location: Remote (United States)

Salary: $57,000–$71,314 per year

Company

A secure and intuitive HR technology platform designed by HR professionals to streamline employee experience and leave management.

What you will do

• Resolve complex, time-intensive customer issues requiring deep product knowledge and multi-step investigation.
• Validate and reproduce product defects, identifying root causes and scope of impact for Engineering teams.
• Diagnose system issues and analyze performance using Sumo logs and DataDog.
• Serve as a technical escalation resource for Tier 1 analysts.
• Create comprehensive application solutions and knowledge base content to elevate team capabilities.

Requirements

• Must be based in the United States.
• 2–4 years of experience in customer support or SaaS application support.
• Expertise with case management systems such as Zendesk or Salesforce Service Cloud.
• Strong communication skills with the ability to handle customer de-escalation professionally.
• Bachelor's degree in Business, Technology, Communications, or equivalent experience.

Nice to have

• Experience in HR technology, leave management, or compliance-driven SaaS.
• Familiarity with API troubleshooting, integrations, and advanced data workflows.
• Experience with Datadog or Sumo diagnostic tools.

Culture & Benefits

• Remote-first work environment with high flexibility and trust.
• Performance-based bonus program and equity opportunities.
• Flexible time off, paid holidays, and flexible leave programs.
• Access to learning resources and leadership development programs.
• Inclusive culture where diversity of thought is valued.