Description
The Level 1 Technical Support Technician will serve as the first point of contact for customers using a SaaS platform, responding to inquiries by phone and email, troubleshooting product issues, guiding customers through solutions, documenting interactions, escalating complex issues, and collaborating with internal teams. The role is fully remote within the United States, with required travel approximately twice per year to provide onsite customer support at industry events and trade shows. The position operates Monday through Friday from 10:00 AM to 7:00 PM ET and seeks candidates with strong customer service, communication, problem-solving, and technical documentation skills; prior technical support, SaaS, ticketing, or SQL experience is preferred.
