Remote Employment Opportunities Near Me | Product support Jobs

Role-Specific Job Duties

• Provide technical product support to SheerID’s clients and their customers that is accurate timely and communicated
• Interact with customers directly via Zendesk ticketing system email video calls and other modes as needed
• Meet defined SLOs for ticket response and resolution times
• Ensure complete resolution of issues directly or via available escalation paths
• Engage cross-functionally with groups such as Client Delivery Product Management and Engineering to advocate for customer needs and product improvements
• Develop public-facing content for SheerID’s knowledge base
• Be available for rotating on-call duties via PagerDuty outside of regular business hours
• Develop and maintain internal documentation for troubleshooting tools and processes
• Maintain in-depth working knowledge of SheerID’s products and offerings
• Maintain in-depth working knowledge of internal systems tools and processes
• Proactively identify areas of improvement for both the customer experience and internal efficiency
• Special projects and other duties as assigned

Required Skills / Experience

• Bachelor’s degree from an accredited university (or equivalent work experience)
• 1-2 years of customer-facing technical support experience (preferably B2B; preferably for SaaS products and/or in a startup environment)
• 1-2 years of technical writing experience (preferably public-facing documentation or technical guides)
• Experience using Zendesk or an equivalent ticketing system
• Adept within MacOS and Google Workspace environments
• Excellent oral and written communication skills
• Reliable attendance with evening weekend and holiday availability