L1 Senior Technical Support

Role Overview:

• You will be a part of our frontline support team, responding to customer requests for technical assistance over phone and chat.
• Your work will be fast-paced and independent, managing yourself to respond quickly to customers.
• Your work will also be collaborative, working together with other support representatives in multiple support locations.

What You'll Do:

• Own complex technical escalations and drive deep investigations across the SaaS platform, hardware, and integrations.
• Bridge support and customer-facing teams to align on resolution strategies and communication.
• Mentor and up-level team capabilities through case reviews, coaching, and technical debriefs.

Minimum Requirements:

• Bachelor’s degree in a technical field or equivalent experience, with 4–6 years in technical support or escalation roles.
• Strong grasp of networking fundamentals and familiarity with cloud platforms and connected hardware systems.
• Excellent written and verbal communication skills and experience mentoring peers.

Compensation & Benefits:

• Annual base salary range $46,112.50—$62,000 USD, with above-market total compensation including performance-based bonus and equity.
• Flexible remote model, professional development stipend, comprehensive health and parental leave plans.
• We are committed to authenticity and use fraud detection tools to protect against identity fraud.