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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical customer support, particularly in managing escalated issues and troubleshooting complex problems. Proficient in using support tools and writing clear documentation to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Technical Customer Support ExperienceB2B SaaS SupportJira Bug TrackingExcel or Google Sheets ProficiencyTroubleshooting Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingAccount Configuration ChangesBulk Data UpdatesSQLAPI IntegrationVendor WorkflowsKnowledge Base Article WritingData CleaningTicket ManagementRoot Cause Analysis
Soft Skills
Excellent CommunicationDetail-OrientedCalm Under PressureCustomer-First ApproachProactive Follow-Through
Tools & Technologies
IntercomZendeskFreshdeskJiraHelp ArticlesFAQsTroubleshooting Playbooks
Industry Keywords
Facilities ManagementCMMSField Service SoftwareProperty Management SoftwareEscalated IssuesMulti-Location BrandsService Vendors
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Own escalated tickets from Tier 1 via email, chat, and phone, and communicate with customers until closed
- Diagnose complex issues across work orders, user permissions, locations and assets, vendor assignments, invoicing, and integrations
- Reproduce problems and identify root cause
- Write clear, reproducible Jira tickets for Engineering with steps, screenshots, impacted accounts, and business impact
- Track bugs through resolution and update customers
- Perform account configuration changes, bulk data updates, and user or location setup requests accurately and within SLA
- Support and coach Tier 1 teammates by sharing solutions and reviewing tricky tickets
- Create and update help articles, FAQs, how-to guides, and internal troubleshooting playbooks
- Identify ticket trends and share insights with Customer Success, Product, and Engineering
- Meet response and resolution targets while keeping CSAT high and ticket notes complete
- Serve as the escalation point for a support team supporting a SaaS facilities management platform used by multi-location brands and service vendors
Requirements
What you’ll need- 2+ years in a technical customer support role, with at least 1 year handling Tier 2 or escalated issues
- B2B SaaS support experience (preferred)
- Proven ability to troubleshoot independently and explain technical issues in plain language
- Hands-on experience with support and ticketing tools such as Intercom, Zendesk, or Freshdesk, plus Jira for bug tracking
- Excellent written and spoken English; comfortable on live calls with U.S. customers
- Strong working knowledge of Excel or Google Sheets (filters, lookups, cleaning data for bulk uploads)
- Highly organized and detail-oriented, able to manage a queue of open escalations without things slipping
- Calm under pressure, customer-first, and proactive about following through
- Experience supporting facilities management, CMMS, field service, or property management software (preferred)
- Familiarity with vendor/service provider workflows such as dispatching, invoicing, and work order completion (preferred)
- Basic SQL, API, or integration troubleshooting experience (preferred)
- Experience writing knowledge base articles or recording short how-to videos (preferred)
- Reliable high-speed internet, a quiet workspace, and a backup power/internet option