Source Job

• Provide world-class technical support via phone, email, and chat for escalated issues, serving as the first internal point of contact for product expertise.
• Triage and escalate bugs and issues from Tier 1 to Tier 3 engineers, ensuring detailed logs and information are gathered.
• Collaborate with cross-functional teams including Product, Integrations, and Support Leadership to improve customer experience and product knowledge.

Turnitin is a global education technology company that provides learning integrity solutions to over 16,000 academic institutions worldwide. With a remote-first culture and a diverse team across 35+ countries, they prioritize employee well-being and collaboration.

• Own technical support for customers, resolving issues and maintaining data connection stability.
• Configure customer-facing templates and implement scheduling tools and CRM integration.
• Collaborate with internal teams to ensure seamless service and provide feedback on user experience.

Steer offers a suite of software tools for automotive repair shops, combining marketing, CRM, and scheduling into one platform. With the acquisition of AutoOps in 2024, the company is a leader in the industry and fosters a collaborative, high-ownership culture.

• Serve as the first point of contact for support requests via ticketing system, email, or chat.
• Troubleshoot and resolve common issues related to account access, site functionality, and general platform inquiries.
• Document incidents, track resolution progress, and communicate updates to stakeholders.

Oddball is a company that brings quality software to the federal space, improving the daily lives of millions of people. They value learning and growth and the ability to make a big impact at a small company.

• Field incoming client communications via phone, chat, and online customer portal.
• Train end users on how to best use PerfectServe’s phone, mobile, and web applications.
• Own basic-to-advanced troubleshooting efforts related to message delivery and content issues.

PerfectServe provides clinical communication and physician scheduling solutions for healthcare. The company has 400+ employees and 30,000+ customers, with a mission to accelerate speed to care through optimized workflows.

• Build and maintain trusted relationships with enterprise customers, delivering world-class front-line support.
• Own customer technical issues end-to-end, from initial report to resolution, while providing clear progress updates.
• Contribute to the Gainsight community by authoring product how-to guides, technical documentation, and best practices.

Gainsight is the AI-powered retention engine behind the world's most customer-centric companies, orchestrating the customer journey from onboarding to advocacy. Over 2,000 companies trust Gainsight's applications and AI agents, and the culture is built on collaboration, curiosity, and a human-first approach.

• Provide support to partners with high attention to detail, researching and analyzing issues.
• Interact with partners via email, phone, chat, and remote sessions to resolve product issues.
• Maintain a knowledge base and contribute to articles, ensuring high-quality support.

ConnectWise is a global leading software company with over 3,000 colleagues in North America, EMEA and APAC. The company fosters an inclusive, positive culture where every colleague is valued for their unique contributions.

• Provide expert technical support and resolve customer inquiries via phone, chat, and email.
• Collaborate with internal teams to escalate and resolve complex issues efficiently.
• Continuously learn and improve product knowledge to deliver best-in-class service.

Huntress is a cybersecurity company founded by former NSA operators, making enterprise-grade security accessible to all businesses. They secure over 5 million endpoints and 11 million identities globally, with a remote-first culture built on transparency and collaboration.

• Provide end-to-end technical assistance and consultative support to enterprise customers across multiple channels.
• Diagnose and resolve technical issues related to billing, account management, software installation, and product functionality.
• Collaborate with cross-functional teams to improve service delivery and drive customer retention.

This role is with a partner company that provides high-impact technical support and customer guidance within a global, technology-driven environment. The team is collaborative and focused on employee growth and impact.

• Support onboarding, adoption, and ongoing success for a portfolio of customer accounts.
• Proactively engage with customers to improve retention, satisfaction, and product usage.
• Collaborate with internal teams to resolve customer needs and influence product improvements.

The company offers innovative technology solutions to help customers maximize value. It is a remote-first organization with a culture focused on employee well-being and growth.

• Diagnose and troubleshoot technical issues remotely, taking ownership of customer issues from start to finish.
• Respond to customer escalations and inquiries related to Mashgin's hardware and software via chat, email, and video conferencing.
• Maintain subject-matter expert knowledge of deployment systems and software, with occasional travel (10%) to deploy new locations.

Mashgin powers the world's best checkout experience using AI kiosks for over 40 million users. Backed by a well-funded Series B, the company is profitable and values extreme ownership, autonomy, and customer obsession.

• Provide customer support via phone, email, and chat for ACT Innovations software platforms, including DCCM and Paracelsus.
• Troubleshoot software, workflow, and user-related issues, including printer connectivity and laboratory equipment driver problems.
• Document support interactions and escalate complex issues to senior team members when needed.

ACT Innovations builds software that supports treatment courts, justice programs, and toxicology laboratories across the country. They are a growing technology company with a collaborative team environment focused on mission-driven software.

• Troubleshoot and resolve customer issues using documentation, tools, and escalation resources to deliver great experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat while meeting performance goals.
• Contribute to team projects, give feedback, and manage other responsibilities as assigned.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, uniting human teams with AI agents to automate tasks and uncover insights. With over 20 years in business, Smartsheet fosters an inclusive environment where ideas are heard and contributions have real impact.

• Serve as the primary contact for support requests, triaging cases by severity and resolving common issues.
• Use AI tools to work cases faster while verifying output and maintaining ownership.
• Document cases thoroughly and contribute to the knowledge base using KCS practices.

Dragos provides cybersecurity solutions for industrial organizations, protecting critical infrastructure like power grids and water systems. They are a remote-first company with a mission-driven culture focused on authenticity, transparency, and trust.

• Provide live technical support via phone, chat, and email to customers.
• Troubleshoot and resolve issues with software applications.
• Guide customers through steps to correct issues.

Porch Group is a leading vertical software and insurance platform that helps homebuyers move, maintain, and protect their homes. They have deep relationships with approximately 30 thousand companies and went public on Nasdaq in 2020.

• Provide end-user technical support for computer, application, system, device, access, and hardware issues remotely.
• Troubleshoot, resolve, and escalate incidents and requests while documenting and tracking problems using applicable systems.
• Perform root cause analysis, create knowledge base articles, and assist with new hire training to ensure excellent customer service.

Humana is a leading U.S. healthcare company providing insurance and healthcare services through our Humana insurance and CenterWell healthcare services. We are a large, publicly traded organization committed to a caring community and continuous improvement.

• Act as the primary technical point of contact for external partners and internal teams, managing support requests through ticketing systems.
• Investigate, diagnose, and resolve technical issues related to software behavior, platform integrations, and configurations.
• Collaborate with engineering, QA, and product teams to resolve complex challenges and improve platform performance.

Our partner is a technology company that provides digital experiences for partners and end users. They have a collaborative support team focused on continuous learning and improvement.

• Troubleshoot customer issues using documentation, tools, and escalation resources to deliver excellent experiences.
• Become Smartsheet Product Certified and support customers via email, phone, and chat.
• Partner with leaders to exceed performance goals in satisfaction, quality, attendance, and productivity.

Smartsheet empowers teams to manage work seamlessly and scale solutions smarter, now uniting human teams with AI agents. With over 20 years of experience, the company fosters a culture where ideas are heard, potential is supported, and diverse perspectives are welcomed.

• Provide high-quality technical assistance to customers via email and other support channels, troubleshooting issues and resolving inquiries.
• Investigate and reproduce reported problems, escalating complex cases to senior team members or developers.
• Create and maintain customer-facing help articles, internal documentation, and standard support responses.

This partner company operates a technology-driven SaaS platform, combining technical problem-solving with customer support. They have a global support team and focus on email technologies and privacy-focused practices.

• Serve as the initial point of contact for end user inquiries, providing timely support via email, chat, and Slack.
• Troubleshoot and resolve technical issues related to the application, distinguishing between user errors and system-level problems.
• Own client issues from intake through resolution, ensuring every interaction moves the issue meaningfully forward.

SmarterDx uses clinical AI to help health systems capture the full value of patient care by analyzing EHR data for revenue cycle teams. The company is a remote-first team with a mission-driven culture and offers benefits like unlimited PTO and parental leave.

• Act as the first point of contact in our call center, handling incoming calls, emails, texts, and web chat inquiries from customers and service providers.
• Assist customers with booking, canceling, and rescheduling services, and help service providers with work order and policy questions.
• Troubleshoot software issues and work as part of a fully remote team, utilizing technology for communication, training, and meetings.

Qleen makes it easy for homeowners to automate chores from house cleaning to yard maintenance, window cleaning, and pool maintenance using vetted providers and an online booking system. We are a growing company that values detail, self-management, and quality in our remote team members.