Customer Service Representative (Tech) | Remote

Customer Service Representative (Tech) Remote | US Business Hours (EST–PST) Apply here: 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 multip