Senior Application Support Specialist

Provide technical customer support through live chat and ticketing platforms, troubleshooting product, authentication, permissions, connectivity, browser, mobile, and application-performance issues. Independently own customer cases from initial contact through resolution, reproducing issues, gathering diagnostic evidence, providing workarounds, and confirming successful outcomes. Escalate complex technical issues with complete documentation, including business impact, reproduction steps, expected and actual behavior, troubleshooting performed, logs, and supporting evidence.

3+ years of customer or technical support experience, preferably supporting B2B SaaS products. Strong technical troubleshooting skills across web and mobile applications, browsers, operating systems, account access, permissions, and basic networking. Experience with Zendesk, Intercom, or comparable customer support platforms.

We offer a fully remote position with flexibility to work within a 24/7 support environment and the ability to use AI tools responsibly while validating AI-generated responses.