Technical Customer Operations Specialist

Overview

We are looking for a motivated, technically capable, and resourceful Technical Customer Operations Specialist to own customer support and help manage operations for a growing AI-powered SaaS platform.

This hands-on role is ideal for someone who enjoys troubleshooting, solving problems, working with customers, and improving how things work.

You will manage customer issues from investigation through resolution, assist with onboarding and platform configuration, coordinate service incidents, and help build scalable support processes.

We value initiative, technical aptitude, strong communication, and personal accountability over years of experience. We want someone who recognizes what needs to happen, takes action, and follows through without constant direction.

This is an opportunity to become a product expert, own an important operational function, and grow with an evolving SaaS business.

Key ResponsibilitiesCustomer Support & Troubleshooting

• Own customer support requests from intake through investigation, resolution, and closure.
• Independently troubleshoot issues, investigate configurations, reproduce problems, and identify solutions before escalating.
• Proactively communicate issue status, next steps, and timelines to customers.
• Ensure outstanding requests are tracked, prioritized, and actively driven toward resolution.
• Escalate complex issues with clear technical findings and coordinate with engineering to resolve them.

Incident Management & Communication

• Proactively manage service disruptions, degraded performance, and third-party outages.
• Assess customer impact, coordinate internal responses, and initiate appropriate escalations.
• Prepare and deliver timely customer advisories, status updates, and resolution communications.
• Develop and maintain incident response procedures, communication templates, and escalation processes.

Customer Onboarding & Configuration

• Assist with onboarding new customers and configuring their SaaS environments.
• Manage customer accounts, users, permissions, teams, modules, and platform settings.
• Troubleshoot onboarding challenges and help customers understand platform capabilities.
• Create repeatable onboarding procedures, checklists, and documentation.

Support Operations & Process Improvement

• Establish and manage support processes, SLAs, ticket priorities, and escalation procedures.
• Maintain accurate support tickets and monitor response times, outstanding issues, and commitments.
• Prepare and lead customer support review meetings, tracking issues, risks, and next steps.
• Identify recurring problems and implement improvements to workflows, documentation, and customer experience.

Technology, Tools & Automation

• Configure and improve tools for support, onboarding, reporting, and operational workflows.
• Use AI and automation to improve troubleshooting, documentation, efficiency, and customer communication.
• Investigate issues involving APIs, integrations, application logs, and SaaS configurations.
• Research and implement practical solutions that improve support quality and scalability.

Required Skills & Experience

• Experience in technical support, SaaS operations, IT support, technical implementation, customer success, or a related field.
• Strong technical aptitude, troubleshooting skills, and a natural curiosity about how technology works.
• Demonstrated initiative, independent problem-solving, and accountability for outcomes.
• Excellent written and verbal English communication skills.
• Strong organization, attention to detail, prioritization, and follow-through.
• Comfortable working with SaaS applications, support tools, administrative interfaces, and cloud-based systems.
• Ability to understand APIs, logs, integrations, and basic data flows without necessarily being a developer.
• Ability to learn new technologies quickly and work independently in a fast-moving, remote environment.

We welcome ambitious candidates with high potential, even if they have not previously held a senior support position.

Nice to Have

• Education in computer science, IT, engineering, or a related technical field.
• Experience supporting enterprise SaaS, AI applications, or cloud platforms.
• Familiarity with Jira, Slack, Confluence, APIs, AWS, JSON.
• Experience with customer onboarding, platform administration, or support process improvement.
• Experience using AI assistants, automation tools, or low-code platforms.

What Success Looks Like

• Customers stay informed. They receive timely, proactive updates and know what happens next.
• Problems get solved. Issues are independently investigated and effectively escalated when necessary.
• Nothing falls through the cracks. Requests, commitments, and tickets are actively driven to resolution.
• Incidents are handled proactively. Service disruptions trigger coordinated action and communication without requiring management intervention.
• Onboarding runs smoothly. Customer environments are configured accurately and efficiently.
• Support becomes scalable. Processes, SLAs, documentation, reporting, and automation continually improve.
  

The Person We're Looking For

You take pride in getting things done. When something breaks, you investigate. When a customer has a problem, you take ownership. When you don't know something, you figure it out. When a process is missing, you help build it.

You're technically curious, resourceful, customer-focused, and excited about AI and emerging technologies. You recognize what needs to happen, take action, and follow through.