Responsibilities
- Advanced Technical Triage: Serve as the final escalation point for complex B2B product issues. You will investigate system behavior and perform root-cause analysis to identify exactly where a process is failing.
- Product Data Investigation: Use data tools to query production environments, validate data integrity, and identify patterns of failure across our multiple software practices.
- SDLC Coordination: Act as the primary liaison between customer-facing teams and Engineering. You will translate customer pain points into detailed technical documentation for development sprints.
- Knowledge Management: Champion a 'documentation-first' approach. You will keep internal teams informed of system changes, known issues, and technical workarounds.
- Product Insights: Analyze support trends to identify recurring friction points. You will provide the Product team with actionable evidence to help prioritize future improvements.
Requirements
- B2B SaaS Experience: 2+ years of technical support or QA experience in a B2B SaaS environment, preferably supporting a suite of multiple integrated software products.
- Technical Proficiency: A strong understanding of the SDLC and experience with SQL for data investigation. Familiarity with cloud data warehouses like Snowflake is highly preferred.
- Experience using Jira to track bugs and feature requests through to deployment, ensuring clear communication between Support and Engineering.
- The ability to explain complex technical limitations or database errors in clear, simple language for customers and non-technical stakeholders.
Benefits
- Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.
- Professional development allowance to help you grow in the ways that mean the most to you.
- Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.
- 401K with company matching, as well as financial planning education and resources.
- Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.
- Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.
- Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.
- Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.
- We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.
Additional Information
- Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.
