Source Job

• 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.

• Own complex support cases through resolution with clear, timely customer communication.
• Diagnose and resolve undocumented issues using logs, APIs, and test environments.
• Mentor peers, create knowledge articles, and drive product and process improvements.

Magnet Forensics is a global leader in digital investigative software that acquires, analyzes, and shares evidence from computers, smartphones, and IoT devices. With thousands of customers worldwide and employees based around the globe, the company fosters a culture of learning, integrity, and making a difference.

• 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.

• Deliver exceptional technical support, onboarding, and platform troubleshooting to enterprise clients via phone, email, and chat.
• Host live troubleshooting calls and product training sessions to guide clients through platform features and resolve technical roadblocks.
• Manage ticket queues efficiently to maintain strict response times and high resolution rates, escalating issues when necessary.

Keeper Security is a cybersecurity company transforming password and privileged access management for people and organizations globally. The company is trusted by millions of individuals and thousands of organizations, and is one of the fastest growing cybersecurity firms.

• 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.

• Own complex post-sale technical relationships, guiding customers from onboarding through adoption and renewal.
• Lead technical implementations, including integrations, configuration, and security reviews.
• Partner with Customer Success Managers and cross-functional teams to drive expansion and maximize value.

1Password creates enterprise password management and Unified Access Management to secure identities, apps, and devices. Trusted by 180,000+ businesses, it fosters a human-centric, remote-first culture with a focus on innovation and results.

• Serve as first point of contact for IT issues, providing tier 1 support via phone, email, chat, or in-person.
• Troubleshoot and resolve issues like password resets, account management, and network connectivity while following ITIL priority matrix.
• Create accurate tickets, collaborate with IT staff, and contribute to knowledge base articles.

CampusWorks is a consulting firm dedicated to helping higher education overcome business and technological challenges to improve student success. As a large company, it offers a virtual workplace with a focus on work-life balance and community involvement.

• Provide fast and painless customer support via email, troubleshooting bugs and documenting feature requests.
• Analyze customer data and help customers get started with Healthie's product.
• Collaborate with the team to elevate the voice of the customer and jump on phone calls when needed.

Healthie is an AI-native, ONC-certified EHR platform for modern outpatient healthcare, providing infrastructure for scheduling, billing, engagement, and data. Backed by $42M in funding, the company is customer-obsessed and fiscally responsible, supporting over 40,000 providers and 21 million patients.

• Serve as the primary contact for incoming support requests, triaging cases by severity and troubleshooting common issues.
• Use AI tools to draft responses and document cases thoroughly while maintaining ownership.
• Participate in weekend on-call rotation and contribute to knowledge base using KCS practices.

Dragos is the global leader in operational technology (OT) cybersecurity, protecting critical infrastructure like water, power, and hospitals. Their remote-first team across multiple continents is built on authenticity, transparency, and trust.

• Provide front-line technical support for Lightspeed's product suite via phone, email, chat, and other channels.
• Troubleshoot software, device, networking, and configuration-related issues while guiding customers on product setup.
• Collaborate with Product and Engineering teams to resolve complex challenges and maintain accurate documentation.

Lightspeed Systems provides cloud-managed solutions for schools, including web filtering, student safety monitoring, classroom management, and data analytics. With over 25 years in education, the company serves 23 million students across 31,000 schools in 43 countries and fosters a supportive, employee-focused culture.

• Support retail and VIP users on the App, Website, Desktop Client, and API.
• Troubleshoot and resolve technical issues using logs, databases, monitoring, and code.
• Build and maintain internal tools and automation, including AI-driven ones.

Binance is a leading global blockchain ecosystem that operates the world's largest cryptocurrency exchange by trading volume and registered users. Trusted by over 300 million people in more than 100 countries, the company offers a diverse range of digital-asset products and services and maintains a flat, results-driven culture.

• 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 technical support through live chat, troubleshooting POS systems, hardware, and software issues.
• Investigate customer-reported problems, identify root causes, and guide customers through clear solutions.
• Collaborate with Support, Product, QA, and Development teams to resolve complex issues and improve the customer experience.

Sweed is a product-driven startup building an all-in-one cannabis retail platform that combines POS, eCommerce, Marketing, Analytics, and Inventory Management. We're a remote-first team that's been on the market for 7 years, focused on earning customer trust through simplicity and innovation.

• 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.

• Investigate and resolve complex platform and integration issues across Nash's delivery orchestration system.
• Coordinate P1 incident response, escalate to Engineering with actionable context, and monitor dashboards for emerging risks.
• Document resolution patterns for novel issues to reduce future escalation volume and provide overflow support for Delivery Support.

Nash is a platform that powers modern logistics, unifying decisioning, execution, and capacity to coordinate delivery across fleets, couriers, and autonomous systems. It's an early-stage, well-funded startup founded in 2021, backed by Y Combinator and a16z, with a culture of ownership, flexibility, and team on-sites.

• Provide world-class technical support to customers via email, telephone, chat, or remote web session.
• Manage a queue of high priority and complex support tickets, reproducing issues in-house and responding timely.
• Collaborate with peers, Product, and Engineering teams to maintain platform knowledge and improve customer experience.

JumpCloud is an AI-powered unified IT management platform that secures modern workforces by consolidating identity, device, and access management. The company is remote-first, with teams in 15+ countries, and values human connection, collaboration, and innovation.

• Serve as first point of contact for customer inquiries and troubleshoot configuration, workflow, and performance issues.
• Replicate issues in controlled environments and document resolutions in Salesforce.
• Collaborate with teams to resolve defects and contribute to knowledge base while meeting KPIs.

Accela is an industry leader in designing and delivering government software to improve efficiency and increase citizen engagement. The company has been operating for nearly 20 years and values diversity, equity, and inclusion.

• Provide technical support to members via calls, emails, and live chats for app, login, and eligibility issues.
• Build positive relationships by going above and beyond with customer service and meeting quality targets.
• Identify and escalate priority issues, track tickets, and support physicians on our proprietary application.

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We break down barriers to provide high-quality, personalized care for every person in every community.

• Provide end-to-end technical support across Slack, in-app chat, and email for Federal customers.
• Troubleshoot complex issues in Tines Cloud and self-hosted deployments, including APIs, IAM, containers, and databases.
• Act as the Voice of the Customer by reporting bugs and product feedback to Engineering and Product teams.

Tines is an intelligent workflow company that helps IT and security teams build automations and agentic workflows for customers including Canva, Reddit, SAP, and Coinbase. The company values Simplicity, Speed, and Soundness and fosters a culture of curiosity, growth, and integrity.