Customer Support Agent Tier 1

Role overview

This opportunity is being shared for a partner employer, which handles the application review and the next stages of the process. The hiring company is seeking a Customer Support Agent Tier 1 in the United States.

You’ll join a remote-first team that supports a leading SaaS platform serving a global B2B market. As the initial contact for customers, you will provide responsive help, resolve technical concerns, and guide users so they can get full value from the product. In addition to day-to-day support, you will deepen your product knowledge, work with Product and Engineering, and help improve the platform over time. The role suits someone who enjoys troubleshooting, learning continuously, and thriving in a collaborative, fast-moving setting with room to grow.

Key accountabilities

• Respond promptly and professionally to customer questions through chat, email, and phone.
• Investigate functional and technical problems and walk users through platform features and common issues.
• Develop strong product knowledge so you can give accurate guidance and help customers use the platform effectively.
• Record solutions, keep internal documentation current, and support the growth of the knowledge base.
• Spot software defects, log them, and partner with Product and Engineering to enhance the customer experience.
• Handle escalations for complex issues while keeping communication clear and making sure follow-up happens.
• Keep up with new releases, feature changes, and support best practices to raise service quality.
• Explain technical topics in a simple, customer-friendly way.

Requirements

• Background in SaaS customer support or technical support.
• Strong troubleshooting ability and a real interest in helping customers succeed.
• Excellent English communication skills, both written and spoken.
• Spanish or Portuguese skills are a strong plus.
• Comfort using, or quickly learning, tools such as Slack, Jira, Intercom, and Confluence.
• Basic HTML knowledge and the ability to interpret technical logs are preferred.
• A degree or educational background in Computer Science, Engineering, Web Development, or a similar technical area is an advantage.
• Curious, flexible, and motivated to keep learning new technologies, products, and industry practices.
• Able to work independently in a remote-first, fast-paced, collaborative environment.

Benefits

• 100% remote setup with the freedom to work from anywhere.
• Salary that is competitive and aligned with experience.
• Permanent, full-time employment.
• Organized onboarding, training, and ongoing mentorship.
• Defined pathways for growth into more senior roles.
• English classes and support for professional development.
• Financial support for technical certifications and continuous learning.
• Inclusive, collaborative culture that welcomes ideas and innovation.
• International remote team with flexible working arrangements.

Application and processing information

This hiring process uses AI-assisted matching to quickly and fairly compare applications against the role’s core requirements. Strong matches are shortlisted and shared with the hiring employer, while interviews and final decisions are managed by their internal team.

By applying, candidates acknowledge that personal data will be processed to assess candidacy and shared with the hiring employer as part of recruitment. This is based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicant rights such as access, correction, deletion, and objection may be exercised at any time.

AI tools may also be used to support parts of the hiring workflow, including reviewing applications, analyzing resumes, and checking responses for possible inconsistencies or verification signals. These tools assist recruiters but do not replace human judgment, and final hiring decisions are made by people. Further information about data processing can be requested from the employer.