Source Job

• Provides product and technical support to customers via telephone or email.
• Resolves complex customer questions and issues via escalated tickets.
• Partners with Development to research and perform root cause analysis on potential product bugs/defects.

Follett Software partners with educators to advance a bold vision for education, boosting district performance and student success. The company empowers educators with technology that streamlines processes and manages information and resources to improve their schools and increase student success.

• 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.

• Providing troubleshooting support and technical expertise to answer customer questions and resolve product issues, maximizing satisfaction.
• Responding to and documenting all incoming cases from customers and internal teams via various support channels.
• Collaborating cross-functionally with Product, Engineering, and Customer Success to drive client satisfaction and product improvement.

Contentsquare is an all-in-one experience intelligence platform designed for ease of use by anyone involved with digital journeys. They enable organizations to deeply understand their customers' entire online journey and are a global leader with a growing presence across 15 offices.

• Serve as the primary technical point of contact for enterprise clients, providing prompt solutions and ensuring issues are resolved or escalated.
• Educate clients and internal users on effective tool use, best practices, and new functionality to maximize adoption.
• Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.

Aledade is a public benefit corporation that empowers independent primary care. Founded in 2014, it is now the largest network of independent primary care in the country, with a collaborative, inclusive, and remote-first culture.

• Deliver high-quality technical support and manage ticketing systems for B2B SaaS customers.
• Implement AI-driven support tools and analyze data to improve efficiency and customer experience.
• Resolve Tier 1 and Tier 2 tickets, track lifecycle, and ensure SLAs are met through cross-functional communication.

Humata Health creates frictionless prior authorization for providers and payers using AI and automation. It is a physician-led company backed by strategic healthcare investors, operating in a high-growth environment with a focus on innovation.

• Act as senior technical authority in application support, ensuring stability, performance, and reliability of enterprise systems.
• Partner with technology and business teams to define enhancements, production support strategies, and drive incident management.
• Mentor junior analysts, influence operational practices, and improve system resilience in a global financial technology environment.

Jobgether is an AI-powered job matching platform that helps candidates get reviewed quickly and objectively against role requirements. They focus on using technology to connect top-fitting candidates with hiring companies.

• Own complex escalated support issues, diagnosing and resolving application and infrastructure problems across the full stack
• Investigate and resolve issues within the AWS environment including Aurora PostgreSQL , CloudWatch , and Splunk
• Collaborate with engineering teams to identify root causes and implement permanent fixes for recurring issues

Oddball aims to revolutionize the federal sector by delivering top-tier software to enhance daily life for millions of users. The team is composed of seasoned engineering, product, and user experience experts, dedicated to crafting scalable solutions and collaborating closely with clients to tackle challenges.

• Triaging & vetting escalations from Tier 1 & 2, maintaining consistent case quality.
• Translating technical information into customer-friendly explanations, running reads, updates, inserts & deletes on the database.
• Creating and following up on JIRAs to a high standard for Engineering Teams to work them, attending Stand-Ups with engineering teams.

Turnitin is a global education company that develops learning integrity solutions. Their remote-first culture empowers employees to work with purpose, supported by a comprehensive package that prioritizes overall well-being, and has over 16,000 academic institutions as customers.

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues.
• Proactively build strong relationships with key contacts of the customer operations organization.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution.

Amwell transforms healthcare for all through technology and innovation. With almost two decades of experience, they serve large healthcare organizations in the U.S. and worldwide, fostering a culture of respect, inclusion, and collaboration.

• Serve as the first point of contact for customers, responding to technical and functional support requests across multiple channels.
• Investigate, prioritize, troubleshoot, and resolve complex technical issues related to APIs, SDKs, and platform integrations.
• Collaborate with engineering teams to escalate and resolve bugs, providing detailed technical context and reproduction steps.

Jobgether is a company that uses an AI-powered matching process to ensure the applications are reviewed quickly, objectively, and fairly against the role's core requirements. They foster a strong focus on autonomy, ownership, and performance-based culture.

• Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira.
• Troubleshoot application access, functionality, and configuration issues for internal users.
• Assist with User Acceptance Testing (UAT) and contribute to the creation of user guides and training materials.

Oddball aims to improve daily lives by bringing quality software to the federal space. Our team is full of experienced professionals who enjoy creating scalable solutions and working with clients to solve problems in a rapidly growing environment.

• Investigating customer-reported issues and reproducing bugs.
• Testing newly released product changes and validating bug fixes.
• Writing and improving knowledge base articles and customer help documentation.

They are a fast-moving software company operating and improving SaaS products used by real customers worldwide. They value product quality, operational excellence, customer experience, and speed of execution, and offer an entrepreneurial environment where people are trusted to think independently and solve problems.

• Be the technical anchor for your customers: build deep familiarity with their environments, participate in architecture reviews, and help translate network management goals into workflows.
• Own technical issues end-to-end: diagnose, reproduce, and resolve issues across installation, configuration, integrations, and upgrades, meeting SLAs for response and resolution.
• Make the team and product better: surface customer feedback with context, build runbooks, identify patterns in support volume, and collaborate on deep technical escalations.

NetBox Labs helps companies build and manage complex networks, accelerating network automation with open, composable products. Backed by Notable Capital, Grafana Labs CEO, and others, we are the commercial steward of open source NetBox and support a thriving community of thousands of companies.

• Resolving issues through phone, chat, and email in a fast-paced environment.
• Providing excellent client support by engaging clients and providing clear communications, investigations, and aiding in quick resolution.
• Troubleshooting and performing in-depth investigations to work towards determining the root cause of client/feature issues and deliver solutions.

Absorb Software provides online training solutions to leading organizations around the world. They are a remote-first company with a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity.

• Own inbound issues from first message to verified resolution.
• Read logs, traces, API responses, and model outputs to find the actual cause.
• Build the runbooks, internal docs, and customer-facing help content that prevent the next ticket.

Clearly AI automates security and privacy reviews, helping security teams complete threat models, privacy impact assessments, and vendor risk evaluations quickly. They are an early-stage, deeply technical company building alongside real practitioners and backed by Y Combinator and others.

• Participate in triage calls involving clients and 3rd-party vendors.
• Perform initial investigation of issues by querying data and reviewing logs.
• Translate client discussions into clear, actionable internal tickets.

Sureify modernizes the life insurance and annuity industry. They help carriers acquire, service, and engage their customers through any distribution channel and empower life insurance carriers, agents, employees, and customers to have digital experiences. The company values effort and intelligence.

• 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.

• You are comfortable owning complex SaaS troubleshooting from first report through resolution.
• You can explain technical issues concisely, think systematically, and operate with strong ownership.
• You delight customers with keen attention to detail and empathetic responses.

Ashby is building the next generation of enterprise software, starting with a suite of products for talent leaders, recruiters, and hiring managers. Backed by great investors and with an incredible team, they value ownership, principled thinking, and thoughtful communication.

• 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.