Customer Support Agent Tier 1

Role overview

This is a remote-first customer support opportunity for an Ireland-based candidate, supporting a leading SaaS platform used by global B2B customers. Applications are handled by a partner company, which also manages the following stages of the hiring process.

As the initial contact for users, you will be responsible for resolving technical and product-related questions, helping customers get more value from the platform, and contributing to the overall quality of the product and support experience. The position suits someone who enjoys troubleshooting, learning continuously, and working closely with other teams in a fast-moving environment.

What you will do

• Respond promptly and professionally to customers through chat, email, and phone.
• Investigate technical and functional problems and guide users through platform features and common issues.
• Develop strong product knowledge so you can give accurate, useful support.
• Record resolutions, keep internal documentation up to date, and help expand the knowledge base.
• Spot bugs, raise issues, and work with Product and Engineering to improve the customer experience.
• Pass on complex technical cases when needed, while keeping communication clear and follow-up consistent.
• Keep yourself current on product updates, new features, and support best practices.
• Explain technical topics in a simple, customer-friendly way.

What the employer is looking for

• Background in SaaS customer support or technical support.
• Strong analytical and problem-solving ability, with a genuine customer-first mindset.
• Excellent written and spoken English.
• Spanish or Portuguese language skills are a plus.
• Experience with, or the ability to quickly learn, tools such as Slack, Jira, Intercom, and Confluence.
• Helpful to have basic HTML knowledge and the ability to interpret technical logs.
• A degree or training in Computer Science, Engineering, Web Development, or another related technical area is an advantage.
• Curious, adaptable, and willing to keep learning new technologies and industry practices.
• Comfortable working independently in a remote, collaborative, and fast-paced setting.

Benefits and working conditions

• Fully remote setup with the freedom to work from anywhere.
• Salary is competitive and based on experience.
• Permanent full-time employment contract.
• Structured onboarding, training, and ongoing mentorship.
• Clear growth path into more senior roles.
• English classes and support for professional development.
• Financial support for technical certifications and continuous learning.
• Inclusive, collaborative culture that encourages fresh ideas and innovation.
• International, remote-first team with flexible working arrangements.

Application and hiring process

The application is reviewed through an AI-assisted matching process designed to assess candidates fairly against the role’s core requirements. Shortlisted profiles are then forwarded to the hiring company, which handles interviews, assessments, and final decisions.

Data processing notice

By applying, you agree that the recruiter may process your personal data to assess your application and share relevant details with the employer, in line with applicable data protection laws including GDPR. You may request access, correction, deletion, or objection to the use of your data at any time.

AI tools may also be used to help review applications, analyze resumes, and flag possible inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment, and final hiring decisions are always made by people.