Responsibilities
- Diagnose and resolve user issues via chat, email, and Zoom
- Collect logs, HAR files, console errors, and environment details
- Create reproducible bug reports and escalate appropriately
- Author and update knowledge base articles and macros
- Track metrics (CSAT, backlog, time-to-resolution) and improve them
- Coordinate with engineering and QA on release readiness
- Guide users through workarounds and best practices
Requirements
- Helpdesk or SaaS support experience preferred
- Excellent written communication and documentation skills
- OS/browser/network troubleshooting fundamentals
- Familiarity with a ticketing tool (Zendesk/Jira/Linear)
- Basic API/JSON literacy; ability to read error messages
- Patient, customer-obsessed, and technically curious
- Comfort with screen shares and remote diagnostics