Technical Customer Support Associate || B2B SaaS || Remote

Key Responsibilities:

• Provide first-line technical support through live chat, email, and Slack community channels.
• Assist customers with product setup, onboarding, campaign configuration, and cold email best practices.
• Troubleshoot technical issues related to API integrations, DNS records (SPF, DKIM, DMARC), SMTP, and email deliverability.
• Manage customer support tickets from initial query to final resolution, ensuring timely follow-ups and proper escalation to L2/L3 teams.
• Collaborate with Engineering and Product teams to resolve technical issues and share customer feedback.
• Create and maintain knowledge base articles, troubleshooting guides, and video tutorials to improve customer self-service.
• Document customer feedback and feature requests using ClickUp or similar tools.
• Leverage AI tools such as ChatGPT and Claude to improve troubleshooting efficiency, draft responses, and analyze recurring support issues.
• Maintain a monthly Customer Satisfaction (CSAT) score above 90%.
• Handle a high volume of support tickets while ensuring quality, accuracy, and customer satisfaction.

Required Skills & Qualifications:

• 3-5 years of experience in Technical Support, L1 Support, Product Support, or SaaS Customer Support.
• Strong understanding of APIs, integrations, DNS configuration, and email deliverability fundamentals.
• Knowledge of SPF, DKIM, DMARC, SMTP, and email infrastructure.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non-technical users.
• Experience handling customer queries through live chat, email, Slack, or call-based support.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Comfortable using AI tools such as ChatGPT and Claude to improve productivity and support quality.
• Self-motivated, adaptable, and comfortable working in a dynamic startup environment.
• Willingness to work in flexible shifts, including rotational night shifts every three months.

Preferred Qualifications:

• Experience in SaaS chat support or technical customer support.
• Understanding of cold email campaign strategy, execution, and deliverability.
• Previous experience working in a startup or product-based company.
• Basic scripting knowledge in Python, JavaScript, or SQL for troubleshooting integrations.
• Hands-on experience with cold emailing or outbound campaigns.
• Experience creating and maintaining knowledge bases and support documentation.