[Hiring] Customer Support Technician @SewerAI Corporation

Role Description

The Customer Support Technician is a technical support role responsible for assisting customers with day-to-day use of SewerAI’s SaaS platforms, PIONEER and AutoCode. This role focuses on resolving common technical issues, answering product usage questions, and ensuring customers receive timely, accurate support.

As part of the Customer Enablement organization, this role works closely with Support, Product, Engineering, and Professional Services teams to triage issues, follow established troubleshooting processes, and escalate more complex problems with clear documentation and context.

The ideal candidate is detail-oriented, curious, and comfortable communicating with customers while learning new technical systems.

Key Responsibilities

• Technical & Product Support
  • Respond to customer support requests via Pylon, Slack, in-app chat, and email.
  • Diagnose and resolve common, documented issues related to:
    • User access and permissions
    • Platform usage and workflows
    • Data visibility or expected system outputs
  • Follow established troubleshooting guides and support playbooks.
  • Clearly communicate findings, next steps, and resolutions to customers.
• Issue Triage & Escalation
  • Accurately 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.
• Knowledge & Process Contribution
  • Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.
  • Identify recurring issues and flag documentation or process gaps to the team.
  • Maintain clean, well-documented tickets that support efficient collaboration.
• Customer Experience & Support Operations
  • Meet defined first response time (FRT) and resolution SLAs.
  • Deliver professional, clear, and customer-focused support interactions.
  • Support overall team goals for customer satisfaction and ticket backlog health.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Base Salary: $85,000 + $10,000 Variable
• Up to $120,000 OTE
• Benefits include:
  • Medical, Dental, Vision, Basic Life, 401(k), and more
  • Unlimited PTO
  • Tools and resources to support success
  • Competitive compensation with high-growth potential