Job Description
Manage all inbound customer tickets in Pylon, ensuring accurate categorization and prioritization. Provide initial troubleshooting and clear, friendly customer responses. Resolve common issues related to AWS/Azure/GCP Marketplace setup, private offer creation workflows, CRM sync issues (Salesforce, HubSpot), billing, usage reporting, invoice discrepancies, access control, UI issues, configuration questions. Escalate to Engineering when issues require backend or product-level intervention, creating clear Tier 3 tickets in ClickUp. Loop in Customer Success when issues affect key accounts or high-ARR customers, providing concise impact summaries and expected timelines.
About Suger
Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba.