Troubleshoot customer issues using internal documentation, tools, and escalation resources to deliver great experiences.
Become Smartsheet Product Certified and assist customers via email, phone, and chat.
Partner with leaders to meet or exceed performance goals in customer satisfaction, quality, and attendance.
Smartsheet empowers teams to manage work seamlessly and scale solutions using AI. The company fosters an inclusive, innovative culture where ideas are heard and contributions have real impact.
Investigate and resolve technical customer issues through multiple support channels, using product knowledge and documentation.
Leverage AI-assisted tools and browser diagnostics to identify root causes and validate findings before resolution.
Provide outstanding customer service, document interactions, and escalate unresolved issues with clear evidence.
Higher Logic is an industry leader in cloud-based engagement platforms, providing online communities and marketing automation. Organizations worldwide use the platform to connect communities and manage digital customer interactions.
Handle and resolve complex customer issues involving Backblaze products and 3rd party integrations, acting as an ambassador.
Communicate directly with customers via video/phone for troubleshooting, utilizing call control and de-escalation skills.
Provide detailed bug reports to QA, expand documentation, and monitor infrastructure outages for continuous improvement.
Backblaze is the object storage leader in the open cloud movement, helping customers break free from restrictive legacy solutions. It fosters a diverse, inclusive, and fair culture, committed to equity for all employees.
Provide product support for a wide range of customer inquiries via phone, email, social media, and chat.
Resolve complex support problems, escalate issues as necessary, and ensure Support SLAs and CSAT goals are consistently met.
Mentor newer team members, contribute to knowledge base content, and improve existing processes and procedures.
Twilio delivers innovative communication solutions to hundreds of thousands of businesses and empowers millions of developers to craft personalized customer experiences. The company is remote-first with a strong culture of connection and global inclusion, where a diverse team makes a global impact each day.
Provide excellent customer support to first responders and civilian staff via email, phone, and chat.
Troubleshoot and replicate software issues, escalating them to engineering and project management teams as needed.
Maintain strong working knowledge of the product suite, translate product knowledge into user solutions, and contribute to the knowledge base.
Mark43 builds powerful, scalable software for public safety agencies, improving the tools first responders rely on. The company is growing quickly and values humility, curiosity, and diversity of thought and experience.
Provide world-class customer support for complex technical queries and complaints on cloud-based healthcare solutions.
Facilitate resolution of complex technical issues through log analysis, research, and problem recreation while documenting thoroughly.
Mentor less experienced team members on troubleshooting SaaS products and customer support best practices.
PointClickCare is a founder-led, privately held health tech company that provides cloud-based software to help long-term and post-acute care providers deliver exceptional care. With a platform serving over 30,000 provider organizations and recognized by Forbes as a top private cloud company, it offers flexibility, growth opportunities, and a culture focused on innovation and meaningful work.
Provides high-quality technical support to partners via multiple channels including email, phone, chat, and remote sessions.
Investigates, documents, and resolves technical issues while escalating critical incidents to appropriate teams.
Maintains knowledge base articles and identifies trending issues to improve product and service quality.
ConnectWise is a global leading software company providing a suite of tools for technology solution providers to manage their businesses and deliver customer experiences. With over 3,000 colleagues worldwide, the company fosters an inclusive culture where every employee is valued for their unique contributions.
Handle Level 2 and Level 3 technical support escalations from partners, resellers, and direct customers.
Troubleshoot complex product and platform-related issues, analyze system logs, and identify root causes.
Communicate technical findings and resolution updates clearly through Slack, email, and other messaging channels.
A growing technology company providing advanced technical support to partners, resellers, and direct customers. The team is fast-paced and remote, seeking a self-sufficient specialist to handle complex escalations.
Monitor escalation channels and the Technical Support queue in Zendesk, catching early signals of systemic problems before they reach customers.
Investigate complex product, platform, and data-layer issues using tools like Datadog, internal dashboards, and SQL, reproducing bugs and producing evidence-backed escalations.
Handle live incidents end-to-end, performing root cause analysis and turning noisy reports into validated, high-signal work for Engineering.
We operate a marketplace connecting healthcare professionals with workplaces in need, enabling financial stability and essential care for millions. We're a remote-first team of over 1,000, profitable since 2022, and leaders in Long-Term Care staffing.
Manage support tickets for a cloud-based payments platform and resolve issues within SLAs.
Investigate incidents using GCP logging, MySQL queries, and microservices tracing.
Document findings, improve runbooks, and provide clear updates to banking clients.
The company operates a cloud-based commercial card and payments platform for banking clients in a regulated financial environment. It offers a global, collaborative culture with mentorship, structured support operations, and hands-on technical growth.
Respond to customer requests and manage support tickets from investigation to resolution.
Troubleshoot and reproduce issues using tools, logs, and test environments.
Collaborate with internal teams to escalate and resolve complex issues.
Everbridge empowers enterprises and government organizations to anticipate, mitigate, respond to, and recover from critical events. The company offers a comprehensive benefits package and fosters a collaborative remote culture.
Provide clear, timely support via email, phone, chat, and video calls for customer issues.
Manage Level 1 tickets, resolving what you can and escalating complex issues to Level 2.
Document new issues and simplify technical jargon to help customers resolve problems independently.
RunPod is the AI Developer Cloud, used by over one million developers to build, train, and deploy AI. We are a small, remote-first team that moves fast and values ownership and urgency.
Respond to inbound customer calls and resolve service problems promptly.
Analyze contracts, invoices, and billing issues to address client needs and process adjustments.
Partner with internal teams and track activity in Salesforce to ensure client needs are met.
Smarsh provides digital communications compliance and intelligence solutions to regulated organizations. With over 6,500 customers and consistent growth, it has been recognized as a fastest-growing American company and a best place to work.
Own complex client support cases from intake to resolution, ensuring accurate prioritization and documentation.
Serve as an escalation point for high-impact issues, coordinating with cross-functional teams.
Mentor junior specialists and drive process improvements to enhance client self-service and support efficiency.
Ontic provides AI-powered software for corporate and government security teams to identify threats and assess risk. It is a growing company with a focus on diversity and inclusion, fostering a collaborative and remote-first culture.
Lead multiple concurrent Smartsheet implementations across client industries, ensuring customers gain maximum value from the platform.
Collaborate with customer stakeholders to manage timelines, scope, and change requests while designing and building Smartsheet solutions.
Serve as an advisor on best practices and platform capabilities, identifying expansion opportunities and meeting KPI targets.
Smartsheet is a platform that helps teams manage work and scale solutions, now combining human teams with AI agents to automate tasks and uncover insights. The company fosters an environment where ideas are heard, contributions have real impact, and diverse perspectives are welcomed.
Resolve technical support tickets at your tier, researching and deploying solutions while escalating complex issues to the next tier when needed.
Guide customers through Clarity Human Services, including HUD and Federal Partner reporting, data analysis, and software navigation.
Identify and escalate bugs with detailed Jira tickets, contribute to knowledge base articles, and participate in pre-release testing.
Bitfocus builds Clarity Human Services, a technology platform that helps communities connect people experiencing homelessness with resources and manage HUD reporting. They are a fully remote, mission-driven team that leads with care and values community, collaboration, and lived experience.
Provide advanced Tier 1/2 support for incidents involving hardware, software, operating systems, networks, and enterprise applications.
Create accurate ServiceNow records, prioritize and resolve issues, and escalate complex cases or outages.
Guide less-experienced analysts and support VIP, executive, and after-hours operational needs.
DecisionPoint Corporation provides IT and professional services supporting government programs and enterprise clients. The company is an Equal Opportunity and Affirmative Action employer focused on mission-critical delivery and a collaborative culture.
Serve as the initial point of contact for USMEPCOM users, providing Tier 1/2 support for hardware, software, network, and account issues.
Document interactions in ServiceNow, resolve approved first-contact issues, and escalate advanced technical requests.
Recognize potential outage signals and support assigned shifts, including after-hours and surge coverage when required.
DecisionPoint Corporation is a technology services company that supports government programs, including the USMEPCOM ENLIST service desk. It emphasizes customer-focused support, accurate documentation, and collaboration across remote technical teams.
Use strong technical and diplomatic skills to address customer issues and provide feedback to product and engineering teams.
Work with customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially costly consequences.
Collaborate via Slack and file JIRAs to report reproducible bugs, while analyzing customer trends to improve support processes.
We are shaping the future of communications by delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. We are a remote-first company with a strong culture of connection and global inclusion, employing a vibrant and diverse team.
Act as the senior technical point of contact for enterprise customers, leading calls and resolving complex issues.
Own critical escalations, bridging customers with engineering teams through code-level debugging, SQL, and root cause analysis.
Design AI-powered tools and automations to reduce response times and build scalable systems from support data.
RYZ Labs specializes in engineering solutions, building scalable systems and automations for B2B SaaS customers. They are a remote-first company with a focus on customer success and technical operations, fostering a collaborative culture.