Customer Service Representative (Tech) | Remote
Customer Service Representative (Tech)
Remote | US Business Hours (EST–PST)
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We are looking for a Customer Service Representative (Tech) to provide high-quality technical support for a B2B SaaS product in the AI-native accounting and finance space . This role is ideal for a customer support professional who combines strong communication skills with technical troubleshooting, investigative thinking, and a strong sense of ownership.
The role will handle a mix of L1 and L2 technical support , with a focus on diagnosing and resolving complex product, integration, and data-related issues—not just basic customer inquiries.
Key Responsibilities
- Provide technical customer support through Slack, Microsoft Teams, and Email
- Investigate and resolve multi-step product and technical issues
- Troubleshoot APIs, integrations, sync issues, and data discrepancies
- Analyze workflows, logs, and other technical information to identify root causes
- Support customers through complex troubleshooting while maintaining clear, professional communication
- Investigate and resolve third-party integration and connectivity issues
- Escalate complex issues appropriately and coordinate with internal technical and product teams
- Maintain accurate and detailed support documentation and ticket records
- Manage a high-volume support queue of approximately 800+ tickets per month
- Work effectively within an asynchronous, distributed team environment
- Take ownership of customer issues from initial investigation through resolution
Requirements
- Proven experience supporting B2B SaaS customers
- Experience providing technical customer support , troubleshooting, or product support
- Strong technical understanding of APIs, SQL, integrations, debugging workflows, and log file analysis
- Experience troubleshooting third-party integrations, synchronization issues, and data discrepancies
- Strong investigative and problem-solving skills with a high level of ownership
- Excellent attention to detail and ability to manage multiple issues simultaneously
- Excellent written and verbal English communication skills
- Ability to explain technical issues clearly to customers with varying levels of technical knowledge
- Comfortable working asynchronously with distributed teams
- Experience coordinating effectively with internal teams to resolve customer issues
- Familiarity with Slack, Microsoft Teams, and Email as customer support channels
- Experience with Pylon, Zendesk, or similar ticketing/support platforms
Preferred Qualifications
- Experience with accounting, finance, accounts receivable (AR), or fintech workflows
- Experience supporting products involving financial data or business-critical workflows
- Experience working in dedicated or semi-dedicated support teams with strong customer ownership
- Demonstrated employment stability, with an average tenure of 12+ months in previous roles
- Experience working with Pylon specifically
Support Environment
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Support Channels: Slack, Microsoft Teams, and Email
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Ticketing Platform: Pylon, with customer channels integrated into the platform
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Support Level: L1 and L2 technical support
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Volume: Approximately 800+ tickets per agent per month
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Initial Staffing: 1–3 agents
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Initial Coverage: US business hours across EST–PST
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Future Expansion: Potential to expand to 24/7 US coverage , including overnight shifts, as well as international time zones
What We're Looking For
We're looking for someone who is more than a traditional customer service representative. The ideal candidate is a technical problem-solver who can investigate issues independently, communicate clearly with customers, collaborate with internal teams, and take full ownership of resolving complex support cases.
Additional Requirements
- Ability to support US time zones (EST–PST)
- Ability to scale coverage to:
- Overnight US coverage
- International time zones
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