Customer Service Technical Developer - Remote

Overview

The Customer Service, Technical Developer operates as a Tier 2 escalation function within Customer Support, responsible for diagnosing, reproducing, and resolving complex technical issues across integrations and systems.

In Short

• Remote, full-time position.
• Act as a technical escalation point for Tier 1 support and post-sales teams.
• Triage and resolve complex technical issues.
• Reproduce bugs and isolate root causes.
• Investigate issues across integrations.
• Create structured bug reports.
• Build and maintain troubleshooting guides.
• Identify recurring failure points in systems.
• Collaborate with engineering and product teams.
• Contribute to SLA adherence and resolution metrics.

Requirements

• 3-5 years in technical support or solutions engineering.
• Experience troubleshooting APIs and integrations.
• Strong debugging skills.
• Proficiency with spreadsheets and basic SQL.
• Familiarity with support platforms like Zendesk and Intercom.
• Ability to translate technical findings into customer-friendly explanations.
• Clear, technical written communication skills.
• Structured problem-solving skills.
• Experience writing technical documentation.
• Understanding of SaaS architectures.

Benefits

• Opportunity to work in a fast-paced SaaS environment.
• Engage in cross-functional collaboration.
• Contribute to product improvements.
• Work with a talented team.
• Flexible working hours.