Customer Support Technician II
Benefits
Unlimited PTO
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Technical & Product Support:
- Respond to customer support requests via Pylon, Slack, in-app chat, and email.
- Diagnose and resolve common, documented issues related to user access, platform usage, and data visibility.
- Follow established troubleshooting guides and support playbooks.
Issue Triage & Escalation:
- Accurately classify and document incoming support requests.
- Escalate issues to Engineering, Product, or Professional Services with clear summaries.
- Track escalated issues and communicate status updates back to customers.
Customer Experience & Support Operations:
- Meet defined first response time (FRT) and resolution SLAs.
- Deliver professional, clear, and customer-focused support interactions.
- Support overall team goals for customer satisfaction and ticket backlog health.
SewerAI
SewerAI is transforming underground infrastructure management through AI-powered inspection and risk analysis. They are entering an exciting phase of accelerated growth after doubling their customer base over the past year.