Application Support

EPIC iO Technologies

. Serve as the first point of contact for internal teams and external customers on feature questions, login/access issues, and general application troubleshooting .

Posted 9/17/2026full-timeRemote • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer success within a B2B SaaS environment, with strong capabilities in application configuration, user roles management, and effective communication of technical concepts to diverse audiences.

Highest-signal resume keywords

Technical Support ExperienceSaaS Application ConfigurationAtlassian Tools (Jira, Confluence)AI/LLM Tools UsageProduct Demonstrations

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SaaS Application ConfigurationUser Roles ManagementTroubleshooting Web ApplicationsCustomer Account SetupTechnical Support

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationQuick Learner

Tools & Technologies

Atlassian (Jira, Confluence)AI/LLM Tools (Copilot, Claude)

Industry Keywords

B2B SaaSMulti-Tenant SaaS PlatformCustomer SuccessSolutions Implementation

About the role

Key responsibilities & impact

Serve as the first point of contact for internal teams and external customers on feature questions, login/access issues, and general application troubleshooting
Own new customer (not system) setup and configuration on the Cortex platform and its applications, including user roles and permissions
Deliver feature demonstrations to internal stakeholders and external customers and prospects
Help build and validate internal knowledge base, FAQs, and onboarding documentation as new applications launch
Triage and escalate confirmed bugs or platform issues to engineering with clear reproduction steps and supporting detail
Partner with the product team on release notes, how-to guides, and training content tied to new features and releases
Track and manage support requests through Atlassian (Jira), ensuring timely resolution or escalation to the appropriate team
Monitor and report on recurring support themes to inform product and documentation priorities
Use AI/LLM tools such as Copilot and Claude to draft customer responses, knowledge-base articles, and feature-training materials, and to speed up troubleshooting and research

Requirements

What you’ll need

One to three years of experience in technical support, customer success, or solutions/implementation roles, ideally at a B2B SaaS or platform company
Working knowledge of SaaS application configuration, user roles/permissions, and customer account setup
Strong written and verbal communication skills, with the ability to translate technical detail for non-technical audiences
Comfortable learning new applications and processes quickly, including the use of AI/LLM tools to accelerate day-to-day work
Experience using Atlassian tools (Jira, Confluence) for ticketing and documentation
Experience supporting a multi-application or multi-tenant SaaS platform
Experience delivering product demonstrations to customers or prospects
Familiarity with basic troubleshooting of web applications, including browser/device issues and login/authentication flows
Experience using AI/LLM tools for drafting, summarizing, or research in a support or customer-facing context
Prior experience in a fast-paced technology company

Benefits

Comp & perks

Equal opportunity employer
Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions of the role