Source Job

• 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.

• 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.

• 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.

• Receive and process requests per alerts and calls within defined SLAs, performing ticket creation and routing to L2 engineers.
• Troubleshoot and resolve L1/L2 issues through log review and root cause analysis, following pre-defined procedures.
• Acknowledge alerts from OpsGenie, implement fixes, and proactively improve support procedures.

Miratech is a global IT services and consulting company that helps enterprises with digital transformation. Retaining nearly 1,000 full-time professionals across 25+ countries, the company has a culture of Relentless Performance with a 99% project success rate.

• 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.

• Deliver exceptional customer service to Bazaarvoice clients by managing inbound requests across chat, phone, and support portals.
• Troubleshoot semi-complex to complex technical issues, owning resolution for areas like User Access Management and Syndication.
• Embrace AI tools and KCS methodologies to streamline workflows, create knowledge articles, and improve support efficiency.

Bazaarvoice creates smart shopping experiences by connecting brands and retailers with consumers through user-generated content and enterprise technology. Founded in 2005, the company is headquartered in Austin, Texas with offices globally and has been certified as a Great Place to Work in multiple countries.

• Work directly with users and Customer Success teams to solve problems and leverage Twilio's platform functionality.
• Escalate critical issues to the appropriate channels and report bugs to Engineering & QA for resolution.
• Provide Email, Chat, and Phone support while collaborating with cross-functional teams.

Twilio shapes the future of communications with remote-first innovative solutions for hundreds of thousands of businesses. They empower millions of developers globally and foster a strong culture of connection and inclusion.

• Manage and prioritize customer inquiries across support channels, delivering timely resolutions.
• Provide hands-on support to community administrators and creators, helping them navigate platform features.
• Develop expertise in the platform’s ecosystem to troubleshoot technical and product-related issues.

Jobgether is a platform using AI-powered matching to ensure applications are reviewed fairly. The company connects job seekers with roles, focusing on objectivity and speed in the hiring process.

• Serve as core delivery role within AWS Managed Services, ensuring stability and performance of client contact center platforms.
• Provide 24x7 operational support, incident response, and technical troubleshooting for Amazon Connect and supporting AWS services.
• Proactively monitor environments, execute configuration changes, and contribute to documentation and continuous improvement.

TTEC Digital pioneers engagement and growth solutions that fuel exceptional customer experience (CX). The company has 1,800+ employees and has been awarded Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

• 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.

• 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.

• Provide technical support to customers through email, screen sharing, and chat, resolving inquiries within SLAs.
• Master Vanta’s product, learning its ins, outs, work-arounds, and don't-do-thats.
• Explain complex solutions simply, document solutions for scale; problem-solve and troubleshoot, tracking trends in Support CRM.

Vanta helps businesses earn and prove trust by providing continuous security monitoring and verification. The company empowers companies to practice better security and prove it with ease. Vanta has a kind and talented team, and welcomes those without prior security experience.

• 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.

• 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.

• Act as tier 1 product support, resolving customer inquiries across chat, email, and video, and triaging technical issues to Engineering.
• Run product demos, empower users to self-serve through documentation, and collect feedback to improve tools.
• Help define support workflows, track key metrics, and build knowledge resources to scale the function.

Trunk Tools is an AI company revolutionizing the $13+ trillion construction industry by embedding intelligent automation into field operations. With 100+ employees and $70M in funding from top-tier investors, the company is entering a hypergrowth phase and scaling rapidly.

• 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.

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources.
• Become Smartsheet Product Certified and work with customers through email, phone, and chat.
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance.

Smartsheet has helped people and teams achieve since its founding over 20 years ago. They empower teams to automate the manual, uncover insights, and scale smarter, creating space to think big, take action, and unlock the kind of work that truly matters.

• Leverage expertise in CX, call center infrastructure, and automation to deliver AI solutions to enterprise contact centers.
• Design, build, and deploy applications using Cresta SDKs, libraries, and APIs integrated with chat or phone platforms.
• Collaborate with Customer Success and engineering teams to remove technical barriers and drive value for customers.

Cresta provides an AI platform that optimizes customer experience through conversational agents, real-time augmentation, and conversation intelligence. Having raised over $270 million from top investors like a16z, Greylock, and Sequoia, the company fosters an innovative culture led by AI experts from Stanford and Google.

• 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.

• Provide technical support for external technical and non-technical users of the Viz app and its infrastructure.
• Document, triage, resolve, and escalate support cases promptly according to SLAs.
• Collaborate with customer IT teams and internal Viz.ai teams to troubleshoot and resolve issues.

Viz.ai is dedicated to building and deploying AI-powered Care Pathways, helping doctors in their work. Their platform, trusted by leading life sciences companies, combines real-time clinical data with clinician engagement to detect disease earlier and coordinate care efficiently.