Source Job

• Field inbound tickets, calls, and chats from court reporters using Maggie, resolving common issues like account access and configuration in real time.
• Triage incoming issues, coordinating with Magna IT teammates or filing bug reports with the engineering pod when the root cause is hardware or a product bug.
• Build knowledge bases, runbooks, and training material from scratch while taking on-call shifts for P0 emergencies during live depositions.

Magna Legal Services provides end-to-end legal support services to law firms, corporations, and governmental agencies throughout the nation. They are roughly doubling their user base over the next year and creating their first dedicated support team for the product, offering a collaborative and fast-paced culture.

• Manage a distributed team of 4 IT support specialists across time zones, setting performance expectations and escalation protocols.
• Drive support metrics improvement (MTTR, SLA, CSAT) and implement automation and AI tools to reduce manual workload.
• Own the full IT employee lifecycle including onboarding, offboarding, hardware management, and proactive support operations.

Dragos is a market leader in ICS/OT Cybersecurity, dedicated to arming customers with technology, threat intelligence, and services to protect industrial systems. They are a remote-first culture with operations in North America, Europe, the Middle East, and APAC, and seek mission-oriented teammates who embody authenticity, transparency, and trust.

• Resolve customer issues and provide product support for OnBoard and Govenda platforms through ticketing, email, chat, phone, and virtual meetings.
• Troubleshoot software, configuration, and technical issues while prioritizing cases and meeting service level expectations.
• Create knowledge articles, identify recurring issues, and partner with internal teams to support customer outcomes.

OnBoard provides board management software that helps boards function at a higher level, serving over 5,000 organizations in 60 countries. The company fosters a culture of togetherness, values diversity, and is backed by JMI Equity.

• Coordinate and manage escalated incident processes, ensuring timely restoration of failed services.
• Communicate incident status, resolution, and success criteria to internal and customer stakeholders.
• Own Root Cause Analysis (RCA) processes and manage Technical Action Plans for Sev1 and Sev2 incidents.

HealthEdge is a healthcare software company providing hosted solutions for the healthcare industry. The company operates in a full-time, remote environment with a focus on collaborative and cross-functional teamwork.

• Act as a technical liaison between Tier 1 support, development, and product teams to escalate and resolve complex issues.
• Provide world-class technical support via phone, email, and chat to customers experiencing escalated technical problems.
• Identify and report bugs, maintain ticket quality, and become a subject matter expert on all Turnitin assessment products.

Turnitin is a recognized innovator in global education, partnering with educators and institutions to develop learning integrity solutions for over 25 years. With over 16,000 academic institutions, publishers, and corporations using its services in more than 185 countries, Turnitin fosters a remote-first culture and a diverse community of colleagues unified by a shared desire to make a difference in education.

• Manage and coach a multi-tier Support team to deliver best-in-class omnichannel customer experience.
• Analyze team performance and ticket data to drive improvements in efficiency, quality, and response times.
• Collaborate cross-functionally with Support leadership, Product, and Engineering on initiatives to continually improve operations.

Boulevard provides a client experience platform for appointment-based self-care businesses. Our team values diverse backgrounds and embraces experimentation to drive impact.

• Lead helpdesk operations and define long-term strategy for IT support, ensuring SLA compliance and service quality.
• Oversee hardware lifecycle, corporate software licenses, and network performance across macOS, Linux, and Windows.
• Manage team through coaching, feedback, and structured knowledge sharing while collaborating with cross-functional teams.

JustMarkets is a financial services company with an internal IT infrastructure that supports secure access, device fleet management, and network reliability. They emphasize operational excellence and scalability, focusing on team development and cross-functional collaboration.

• 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.

• Manage high volume of incoming tickets with strong technical troubleshooting and clear communication.
• Investigate product issues, reproduce problems, and isolate root cause before responding.
• Recognize recurring ticket patterns and improve knowledge base and AI ticket deflection.

Element451 provides an AI-powered CRM and admissions marketing platform for higher education. It is a remote-first company focused on customer support and product development.

• Provide excellent customer service via phone and remote technical support.
• Troubleshoot and configure PCs, printers, peripherals, and network equipment.
• Perform maintenance tasks and provide ongoing user training and self-fix solutions.

Darkhorse Tech provides comprehensive Dental-Specific IT services including managed support, startup projects, and software/hardware sales. Servicing roughly 1400 clients nationwide, we focus on building relationship-focused partnerships with our clients.

• 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.

• Deliver high-quality IT support remotely, troubleshooting server, PC, VM, and network issues for clients.
• Manage tickets, prioritize work, and ensure customer satisfaction through clear communication and problem resolution.
• Maintain documentation and participate in process improvements, with occasional on-site visits (less than 5%).

New Era Technology provides end-to-end technology solutions, securely connecting people, places, and information. With a global team of over 3,000 professionals, the company fosters a People First culture focused on professional development, collaboration, and inclusion.

• 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.

• Provide second-level technical support across multiple platforms and disciplines.
• Respond to incidents and service requests with professionalism and urgency.
• Collaborate with cross-functional teams to meet project goals.

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics to help customers increase productivity. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

• Provide proactive, empathetic customer service and manage advanced technical issues for enterprise clients.
• Independently handle high-priority cases, escalations, and contribute to knowledge management and mentorship.
• Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives.

Applied Systems is an Insurtech company with over 40 years of experience transforming the insurance industry through innovative software and services. They are building a team that values learning and collaboration within a culture centered on values and inclusivity.

• Act as the working lead for the L2 team, resolving complex technical cases while owning daily queue triage, after-hours coverage, and escalation quality.
• Serve as the primary escalation point before L3, coaching team members on technical decision-making and enforcing SLA compliance across the team.
• Manage enterprise implementation support, hardware configuration, system integration, and documentation to ensure high service standards.

Genea provides cloud-based physical security, submeter billing, and on-demand HVAC solutions to over 1 million users across 39 countries. Recognized as a Top Workplace from 2021 to 2025 with a 4.3 Glassdoor rating, the company fosters a collaborative and transparent culture with competitive benefits.

• 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.

• Manage a portfolio of complex customer situations and lead a team of support staff across multiple SaaS products.
• Serve as the senior escalation point for executive-level issues, drafting communications and coordinating cross-functional resolution.
• Drive operational improvements through process design, knowledge management, and performance coaching.

Cordance accelerates growth of B2B SaaS companies through acquisition and tactical guidance. It is an experienced operator with a passion for software, partnering with founders to scale businesses.

• Troubleshoot technical issues across phone, email, and chat to ensure seamless candidate experiences.
• Navigate multiple software environments to identify root causes and resolve complex problems.
• Take full ownership of inquiries, driving process improvements and ensuring resolution.

Hirevue transforms how organizations discover, engage, and hire the best talent through its end-to-end hiring platform featuring video interviewing, assessments, and conversational AI. They have hosted over 70 million video interviews and 200 million chat-based candidate engagements for over 1200 customers worldwide, fostering a culture of innovation and ethical AI.

• Serve as the primary gatekeeper for the global IT deployment queue, ensuring timely assignment and resolution of tickets.
• Manage regional service partners and vendors to maintain global operational standards and SLAs.
• Optimize hardware lifecycle and inventory data integrity across international hubs.

ComputerCare provides global IT deployment and asset lifecycle management services. They are an equal opportunity employer with a focus on diversity and inclusion.