Technical Support Level 1 - REMOTE U.S.

Department: Technical Support
Reports To: Technical Support Manager
Location: Remote, United States

We are seeking a Level 1 Technical Support Technician to join our Technical Support team and serve as a first point of contact for customers using our SaaS platform. In this role, you will assist customers with product questions, troubleshoot technical issues, and provide clear guidance to help ensure a positive customer experience.

This position is fully remote, with required travel approximately twice per year to support customers at industry events and trade shows. During these events, you will provide onsite customer assistance, answer product questions, troubleshoot issues, and represent the Technical Support team.

This is a great opportunity for someone who enjoys problem-solving, helping customers, and building technical skills in a software environment.

• Respond to customer inquiries through phone and email with professionalism, empathy, and technical accuracy

• Troubleshoot product-related issues and guide customers through solutions

• Provide product guidance and help customers understand how to use the platform effectively

• Document customer interactions, troubleshooting steps, and resolutions in the ticketing system

• Gather relevant details during troubleshooting and ensure accurate handoffs when escalating issues

• Escalate complex issues to Level 2 Technical Support or other internal teams when appropriate

• Follow established support processes and contribute to a consistent customer experience

• Provide onsite customer support at industry events and trade shows approximately twice per year

• Collaborate with internal teams to help resolve customer-impacting issues

• Strong customer service and communication skills

• A problem-solving mindset and ability to troubleshoot issues step-by-step

• Ability to explain technical concepts clearly to customers with varying levels of technical experience

• Strong attention to detail when documenting customer interactions and resolutions

• Ability to learn new software products and support processes quickly

• Comfortable interacting directly with customers, including occasional onsite support at industry events

• 1+ year of experience in technical support, customer support, help desk, or a related role

• Experience supporting SaaS applications or software products

• Experience using ticketing systems or customer support platforms

• Basic SQL knowledge or experience using database tools for troubleshooting

• Fully remote position within the United States

• Required travel approximately twice per year to support customers at trade shows and industry events

• Travel may include customer interaction, product support, troubleshooting, and technical assistance

• Work remotely with a collaborative Technical Support team

• Build hands-on experience supporting a SaaS product

• Develop technical troubleshooting and customer support skills

• Gain customer-facing experience at industry events