Technical Support Representative - B2B SaaS

Ready to elevate your tech career from the comfort of home? SupportNinja is looking for a Technical Support Representative to serve as the frontline expert for an industry-leading US B2B SaaS platform.

In this high-impact remote role, you’ll dive into real-time problem-solving, empower clients by guiding them through key feature configurations, and deliver world-class customer support—all while growing with a dynamic global team.

Work Setup: PH Remote Schedule: 9:00 AM–9:00 PM ET, Monday–Friday Equipment: Bring-Your-Own-Device (BYOD) Start Date: September 28, 2026 Job Summary: The Technical Support Representative is responsible for providing basic Tier 1 technical support to customers experiencing technical issues with their products or services.

Utilizing technical knowledge and internal documentation, you will identify and troubleshoot problems, communicate clear solutions, and ensure high customer satisfaction and loyalty. What does a day in the life of a Technical Support Representative look like?

Omnichannel Technical Support: Deliver Tier 1 technical assistance directly to B2B customers exclusively via live chat and email. Feature & Content Configuration: Guide clients on platform functionality, including configuring audiences, newsletters, images, and other core product features.

Knowledge-Based Troubleshooting: Resolve "how-to" questions and platform usage inquiries using knowledge bases and client documentation. Ticket Triage & Escalation: Manage support queues on Zendesk, handling routine queries independently while accurately routing complex issues to internal Tier 2 teams.

CRM Logging & Follow-Up: Document all customer interactions and technical details in a CRM system, following up post-resolution to verify customer satisfaction. Cross-Functional Collaboration: Coordinate with colleagues on Slack and raise recurring customer feedback to internal product and engineering teams.

Performance Excellence: Consistently meet or exceed targeted KPIs, performance