Customer Support Specialist

Granum

. Field Tier 1 customer inquiries via phone, email, chat, and ticketing system across products and services .

Posted 10/27/2026full-timeRemote • United States, CanadaMid-LevelSenior💰 $55,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in diagnosing and resolving technical issues for SaaS products while providing exceptional B2B customer support. Strong analytical and communication skills are essential for effective problem-solving and collaboration across teams.

Highest-signal resume keywords

Technical Issue DiagnosisSaaS Product SupportTechnical Writing SkillsCustomer Service ExperienceTicketing System Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingProblem-SolvingTechnical SupportAnalytical SkillsMultitaskingPrioritizationResearch SkillsProduct KnowledgeFeedback EvaluationDocumentation

Soft Skills

Clear CommunicationOwnershipResponsivenessJudgmentCollaboration

Tools & Technologies

Ticketing SystemsIntercom

Industry Keywords

B2B SupportSaaSCustomer InquiriesHigh-Volume SupportGreen-Industry Knowledge

About the role

Key responsibilities & impact

Field Tier 1 customer inquiries via phone, email, chat, and ticketing system across products and services
Troubleshoot customer issues and resolve them with attainable solutions
Evaluate and escalate product bugs to development
Provide feedback to improve support processes
Contribute technical writing to FAQs, Help Center content, training materials, and internal documentation
Take ownership of customer issues and resolve them thoroughly, thoughtfully, and promptly
Work cross-functionally with other members of the organization

Requirements

What you’ll need

A bachelor’s degree or equivalent experience
Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product
Ability to apply sound judgment and product knowledge to deliver timely solutions
Track record of mastering new technical tools and systems
Experience providing professional, responsive, and technical B2B support
Previous experience in a high-volume support/customer service role
Analytical mindset with strong research and problem-solving skills
Technical writing skills
Ability to multitask and prioritize trouble tickets
Clear and concise communication skills
Must have proper work authorization to work for any employer in Canada or the U.S. without company sponsorship
Preferred but not required: previous SaaS startup experience, experience with ticketing systems like Intercom, and green-industry field-management knowledge

Benefits

Comp & perks

Comprehensive medical, dental, and vision coverage with multiple plan options in the U.S.
HSA/FSA accounts, disability and life insurance in the U.S.
Employer-funded HSA-based benefits plan with drug, dental, and mental health coverage in Canada
401(k) matching for U.S. employees
RRSP matching for employees in Canada
Tailored career development conversations
Support for tools, courses, and resources for professional growth
Unlimited Paid Time Off
Paid company holidays
Company-wide winter break from December 24 to January 1