Source Job

• Handle escalated L2 support tickets for an AI-powered conversational platform, investigating and resolving complex issues such as logic failures and integration errors.
• Perform root cause analysis, document findings in defect reports and troubleshooting guides, and maintain runbooks and knowledge base articles.
• Distinguish between bugs and feature requests, escalate to L3/L4 engineering, and support UAT test case execution during platform releases.

Miratech is a global IT services and consulting company that helps visionaries change the world through digital transformation. With nearly 1000 full-time professionals and a culture of 'Relentless Performance', the company achieves a 99% project success rate and operates across 5 continents.

• Serve as a resource for resolving escalated technical support cases, utilizing Zendesk automation and microservices expertise.
• Troubleshoot software issues involving APIs, containers, and cloud services, while collaborating with Engineering on bug prioritization.
• Analyze ticket trends and implement automated solutions to improve operational efficiency and customer satisfaction.

Blackpoint Cyber is a leading provider of cybersecurity threat hunting, detection and remediation technology. Founded by former NSA cyber operations experts and fueled by a recent $190m series C round, the company is in hyper-growth mode and committed to equality in employment.

• Manage the Jira support help desk and ensure SLAs are met.
• Develop and maintain Python scripts for customer data import and export.
• Triage customer issues by checking logs, running database queries, and performing root cause analysis.

Converge fuses cyber insurance, security, and technology to provide businesses with clear, confident cyber protection. Our team is composed of top-tier professionals across underwriting, technology, and claims who share a passion for driving the future of cyber risk management.

• Provide technical support to customers through email, screen sharing, and chat, resolving inquiries within SLAs.
• Master Vanta’s product, learning its ins, outs, work-arounds, and don't-do-thats.
• Explain complex solutions simply, document solutions for scale; problem-solve and troubleshoot, tracking trends in Support CRM.

Vanta helps businesses earn and prove trust by providing continuous security monitoring and verification. The company empowers companies to practice better security and prove it with ease. Vanta has a kind and talented team, and welcomes those without prior security experience.

• Providing troubleshooting support and technical expertise to answer customer questions and resolve product issues, maximizing satisfaction.
• Responding to and documenting all incoming cases from customers and internal teams via various support channels.
• Collaborating cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement.

Contentsquare is an all-in-one experience intelligence platform designed for ease of use by anyone involved with digital journeys. They enable organizations to deeply understand their customers' entire online journey and are a global leader with a growing presence across 15 offices.

• Own inbound issues from first message to verified resolution.
• Read logs, traces, API responses, and model outputs to find the actual cause.
• Build the runbooks, internal docs, and customer-facing help content that prevent the next ticket.

Clearly AI automates security and privacy reviews, helping security teams complete threat models, privacy impact assessments, and vendor risk evaluations quickly. They are an early-stage, deeply technical company building alongside real practitioners and backed by Y Combinator and others.

• Become a platform expert, deeply understanding the Submittable platform, diverse customer use cases, and internal processes.
• Provide empathetic, real-time support via calls, chats, and emails, solving technical and billing issues while maintaining high customer satisfaction.
• Proactively guide users with best practices, maintain help resources, and bridge feedback to the Product team to improve the platform.

Submittable transforms how organizations create social impact through a platform that empowers mission-driven groups. In 2024, the company helped run 30,000 programs and distributed over $10 billion in funding, with a culture focused on innovation, collaboration, and growth.

• Deliver exceptional customer service to Bazaarvoice clients by managing inbound requests across chat, phone, and support portals.
• Troubleshoot semi-complex to complex technical issues, owning resolution for areas like User Access Management and Syndication.
• Embrace AI tools and KCS methodologies to streamline workflows, create knowledge articles, and improve support efficiency.

Bazaarvoice creates smart shopping experiences by connecting brands and retailers with consumers through user-generated content and enterprise technology. Founded in 2005, the company is headquartered in Austin, Texas with offices globally and has been certified as a Great Place to Work in multiple countries.

• Troubleshoot complex software issues and escalate to engineering when needed.
• Communicate directly with customers via Zendesk and Zoom to drive resolution.
• Manage ticket severity and ensure SLA compliance while mentoring peers.

Legion Technologies delivers the industry’s most innovative workforce management platform, enabling businesses to maximize labor efficiency and employee engagement simultaneously. Our mission-driven team is remote, collaborative, and fast-paced, with a global presence.

• Independently troubleshoot enterprise CI/CD and infrastructure issues for top tech companies.
• Design and implement proactive tools, processes, and open source contributions.
• Provide support via Slack, Zoom, and Community Forum with no on-call duties.

Buildkite is rethinking software delivery, building a fast, reliable, and secure CI/CD platform for high-growth tech companies like Airbnb and Canva. They are a remote-first company with a culture of kindness, autonomy, and collaboration.

• Acknowledge and triage support tickets within SLA timelines
• Reproduce reported bugs, document findings, and escalate when appropriate
• Act as the communication bridge between customers and engineering teams with clarity and empathy

Lago is an open-source billing platform that helps tech companies build flexible pricing models and scale with confidence. Backed by over $22 million in funding from investors including Y Combinator, the company has around 10K GitHub stars and a lean, high-impact team that values reliability and proactivity.

• Provide fast, effective customer support across chat, email, Slack, and video (24x7).
• Troubleshoot integrations, APIs, and cloud infrastructure issues with clear, helpful solutions.
• Proactively identify emerging trends, escalate crucial feedback, and improve documentation.

Sprinto is an autonomous trust platform that centralizes trust requirements across security frameworks, vendors, and customers. Backed by top-tier investors such as Accel, Elevation, and Blume Ventures, the company has raised $31.8M in funding and is trusted by over 3,000 organizations across 75 countries.

• Engage with customers to provide technical assistance, troubleshooting, and best-practice guidance.
• Diagnose, reproduce, and resolve issues related to agent connectivity, device enrollment, patch deployment, software installation.
• Collaborate cross-functionally with Engineering, Customer Success, Professional Services, and Product teams to resolve customer issues.

Automox is a cloud-native IT operations platform for modern organizations, helping to keep every endpoint automatically configured, patched, and secured – anywhere in the world. They are trusted by more than 2,500 leading companies and MSPs worldwide.

• Serve as the first point of contact for customers, responding to technical and functional support requests across multiple channels.
• Investigate, prioritize, troubleshoot, and resolve complex technical issues related to APIs, SDKs, and platform integrations.
• Collaborate with engineering teams to escalate and resolve bugs, providing detailed technical context and reproduction steps.

Jobgether is a company that uses an AI-powered matching process to ensure the applications are reviewed quickly, objectively, and fairly against the role's core requirements. They foster a strong focus on autonomy, ownership, and performance-based culture.

• Independently manage and resolve platform and product issues for customers, addressing challenges in application development, deployment, and integration.
• Conduct in-depth investigation, reproduction, and troubleshooting of reported issues to identify root causes within the Mendix platform infrastructure.
• Effectively communicate reported issues to R&D, Product Management, and Customer Success Managers to ensure efficient coordination and product improvement.

Siemens Digital Industries Software revolutionizes enterprise application development through its industry-leading low-code platform, Mendix. The company is a global technology leader with a collaborative, agile, and inclusive culture that promotes continuous learning and professional growth.

• Identify and eliminate bottlenecks across engineering and the business using DevOps and agile thinking.
• Build and maintain CI/CD pipelines and infrastructure-as-code, and harden AI-generated apps from non-engineering teams.
• Strengthen DevSecOps practices including scanning, vulnerability management, and compliance workflows.

Mangomint is a fast-growing SaaS company on a mission to make every salon and spa more profitable. They are a primarily remote, ambitious, and collaborative team with thousands of customers, aiming to become the #1 market leader.

• Be the technical anchor for your customers: build deep familiarity with their environments, participate in architecture reviews, and help translate network management goals into workflows.
• Own technical issues end-to-end: diagnose, reproduce, and resolve issues across installation, configuration, integrations, and upgrades, meeting SLAs for response and resolution.
• Make the team and product better: surface customer feedback with context, build runbooks, identify patterns in support volume, and collaborate on deep technical escalations.

NetBox Labs helps companies build and manage complex networks, accelerating network automation with open, composable products. Backed by Notable Capital, Grafana Labs CEO, and others, we are the commercial steward of open source NetBox and support a thriving community of thousands of companies.

• Use strong technical and diplomatic skills to address customer issues and provide feedback to Product and Engineering teams.
• Work with customers' developers and partners to resolve complex problems with potentially costly and far-reaching consequences.
• Collaborate via Slack and file JIRAs to report bugs, while analyzing customer trends to improve support processes.

Twilio is shaping the future of communications by delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. With a remote-first work culture and a strong emphasis on connection and inclusion, we are a vibrant global team of diverse experiences, making an impact each day.

• You will own complex technical escalations, investigating and resolving advanced issues across the SaaS platform, hardware, and integrations.
• You will bridge support and customer-facing teams, aligning on resolution timelines and representing support in strategic account conversations.
• You will mentor Tier II and III support teams, contribute to incident management, and create advanced documentation to improve future troubleshooting.

Samsara is the pioneer of the Connected Operations Cloud, helping organizations harness IoT data to improve safety, efficiency, and sustainability across industries like agriculture, construction, and transportation. As a recently public company, we foster a culture of rapid career development and collaboration, with a high-caliber team dedicated to digitally transforming physical operations.

• Debug and troubleshoot incidents with Sonatype products and solutions, reproducing defects and filing actionable issues for product engineering.
• Replicate customer deployment environments using Docker, AWS, Azure, Kubernetes, and contribute to diagnostic tools and knowledge base.
• Respond to customer inquiries via support cases, email, chat, and phone, and collaborate with engineering and product management.

Sonatype is a software supply chain management company that invented componentized software development and pioneered the software supply chain category. Trusted by over 2,000 organizations including 70% of the Fortune 100 and 15 million developers, we run the world's largest Java open-source repository, Maven Central, and are committed to constant innovation.