Technical Support Agent

About the role

We're hiring a Technical Support Agent to field the harder, product-heavy tickets frontline agents can't close. You'll dig into issues, reproduce bugs, and explain fixes in plain language customers can actually follow.

Responsibilities

• —Troubleshoot technical issues step by step and reproduce reported bugs
• —Explain fixes and workarounds in clear, non-technical language
• —Work with product and engineering teams on recurring issues
• —Keep internal documentation and known-issue lists current
• —Decide when an issue needs escalation versus a guided walkthrough
• —Follow up on open technical tickets until fully resolved

What you'll need

• —Comfort reading logs, error messages, and basic technical documentation
• —Strong problem-solving skills and patience with non-technical users
• —Ability to pick up a new SaaS product or tool quickly
• —Clear written and verbal communication

Nice to have

• —Experience with browser dev tools, APIs, or basic scripting
• —Background in a technical or Tier 2/3 support role