Senior Technical Support Representative - SaaS Platform - Remote

Overview

This role involves providing technical support for Rave Mobile Safety's SaaS platform, contributing to public safety through effective communication and collaboration software.

In Short

• Join a growing support team for a leading SaaS company.
• Provide technical support and troubleshooting for Rave's products.
• Engage with customers via email, phone, and screen sharing.
• Manage support tickets and prioritize tasks effectively.
• Conduct training on various products and services.
• Collaborate with internal teams to enhance customer experience.
• Participate in on-call rotations as needed.
• Drive improvements in support processes and policies.
• Work independently and as part of a team.
• Focus on enhancing public safety through technology.

Requirements

• Bachelor's degree with 3+ years in technical support for SaaS platforms.
• Strong understanding of networking (TCP/IP, DNS, DHCP).
• Basic knowledge of web technologies (HTML, XML).
• Experience with support ticketing software (e.g., Zendesk).
• Excellent communication and troubleshooting skills.
• Ability to work under pressure and meet deadlines.
• Knowledge of relational databases is a plus.
• Experience in emergency notification systems preferred.
• French speaking is a plus.
• Experience with AI/machine learning technologies is preferred.

Benefits

• Incentive bonus plans.
• Medical, dental, and vision benefits.
• 401K with company match.
• Generous paid time off packages.
• Employee stock purchase plan.
• Paid parental and family leave.
• 10 paid holidays.
• Inclusive workplace culture.
• Opportunities for growth and development.
• Commitment to community safety.