Customer Support Technician

SewerAI

. Respond to customer support requests via Pylon, Slack, in-app chat, and email .

Posted 10/16/2026full-timeCalifornia • United StatesJuniorMid-Level💰 $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer service within SaaS environments, with a strong focus on troubleshooting, communication, and documentation. Proficient in using ticketing systems and maintaining customer satisfaction through effective issue resolution.

Highest-signal resume keywords

Technical Support ExperienceSaaS SupportTicketing Systems ProficiencyStrong Written CommunicationAttention to Detail

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingData ConceptsAPIsTechnical WorkflowsIssue DiagnosisDocumentationCustomer SupportEscalation ProceduresFirst Response Time ManagementResolution SLA Compliance

Soft Skills

Clear CommunicationCustomer-Focused SupportTeam CollaborationProblem-SolvingAdaptability

Tools & Technologies

PylonZendeskLinearTicketing PlatformsIn-App ChatSlackEmail Support

Industry Keywords

Underground Infrastructure IndustrySaaS ProductsOperational UsersTechnical Users

About the role

Key responsibilities & impact

Respond to customer support requests via Pylon, Slack, in-app chat, and email
Diagnose and resolve common issues related to user access and permissions, platform usage and workflows, data visibility, and expected system outputs
Follow established troubleshooting guides and support playbooks
Clearly communicate findings, next steps, and resolutions to customers
Classify and document incoming support requests
Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available
Track escalated issues and communicate status updates back to customers
Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides
Identify recurring issues and flag documentation or process gaps
Maintain clean, well-documented tickets
Meet defined first response time and resolution SLAs
Deliver professional, clear, and customer-focused support interactions
Support team goals for customer satisfaction and ticket backlog health
Work closely with Support, Product, Engineering, and Professional Services teams

Requirements

What you’ll need

2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role
Strong written communication skills and attention to detail
Comfort working in ticketing systems and real-time support environments
Ability to learn technical products, workflows, and tools quickly
Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar
Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows
Exposure to SaaS products serving operational or technical users
2–4 years of experience in the Underground Infrastructure Industry
Must be legally authorized to work in the United States
Must not require employer sponsorship for employment visa status
Must be based in or willing to relocate to the San Francisco Bay Area; relocation is at the candidate's own expense

Benefits

Comp & perks

Medical, Dental, Vision, Basic Life, 401(k), and more
Unlimited PTO
Tools and resources to support success
Competitive compensation with high-growth potential
$10,000 Variable
Up to $120,000 OTE