[Hiring] Technical Customer Support Representative @GenLogs

Role Description

The primary focus of the Technical Customer Support Representative role is to provide world-class technical support to GenLogs’ day-to-day users. As a Technical CSR, you will have a direct impact on the customer experience and are vital to custom adoption of our data/software. You will serve as the initial point of contact for all technical questions, primarily via email and secondarily via Google Meet as necessary.

• Develop a deep understanding and expertise of our platform, data, APIs, and customer base.
• Create, Read, Update, and Delete: Manage ongoing CRUD within backend customer/user database to ensure proper permissions and access.
• Respond to technical user questions and issues with urgency, clarity, and empathy via email/chat. For particularly complex issues, meet with customer technical teams via Google Meet.
• Troubleshoot and resolve technical issues by guiding them through workflows and identifying user errors vs. product bugs.
• Document and take detailed notes in our support ticketing system.
• Follow up daily on tickets to ensure the customer is taken care of as quickly as possible.
• Collaborate with Engineering and Integrations teams to translate user feedback into scalable solutions.
• Assist Customer Success Managers in day-to-day technical support of users. This may include user onboarding, training, and ongoing office hours to user success.

Qualifications

• 3+ years experience in IT or technical user support.
• Strong verbal and written communication skills, with the confidence to troubleshoot issues directly with users over the phone.
• High ownership and follow-through in driving issues to resolution.
• Strong understanding of APIs, webhooks, and relational databases.
• SQL experience required.
• B2B SaaS experience preferred but not required.
• Transportation or Insurance experience preferred but not required.

Benefits

• Healthcare: Employer-covered comprehensive medical, dental, and vision plans for employee and dependents.
• Employer contribution towards premiums of optional higher-end plans.
• Unlimited PTO.
• Sick leave.
• Company holidays (GenLogs observes all federal US Government holidays).
• Flexible leave for caregiving and medical needs.
• Paid parental leave.
• Budget availability for approved professional development courses, certifications, and training.
• 100% travel reimbursement for all approved company travel and spending.
• 401(k) plan.