Technical Support Representative

Technical Support Representative Location: El Segundo, California, USA (HQ) Reports To: Director of Support (or Support Leadership) Role Type: Full-Time, On-Site About QuikStor QuikStor is the leading SaaS facility management platform for the self-storage industry, delivering a purpose-built, scalable system that serves as the foundation for intelligent automation and modern facility operations. We are in rapid growth mode, backed by significant capital from self-storage industry veterans who share our vision to build the most advanced and scalable operating system for storage operators worldwide. Role Overview The Technical Support Representative plays a critical role in ensuring QuikStor customers are successful, confident, and supported in their daily use of the platform. This role serves as the primary point of contact for technical and workflow-related questions, issues, and troubleshooting. This is not a call-center role. You will be expected to understand QuikStor’s platform deeply, think critically about customer issues, and collaborate closely with Implementation, Product, QA, and Engineering to resolve problems and improve the product over time. Success in this role is measured by customer satisfaction, issue resolution quality, responsiveness, and the ability to identify patterns that drive long-term product and operational improvements. Key Responsibilities Customer Support & Issue Resolution Serve as a front-line technical support resource for QuikStor customers via phone, email, and chat Troubleshoot application issues across leasing, billing, payments, access control, reporting, and integrations Clearly explain solutions and workflows to non-technical users in a calm, professional manner Own customer issues from intake through resolution, ensuring timely follow-up and closure Technical Troubleshooting & Escalation Diagnose and document technical issues with sufficient detail for Engineering and QA escalation Identify root causes and distinguish between user error, configuration issues, and system defects Collaborate with Engineering and Product teams to validate fixes and communicate outcomes to customers Documentation & Knowledge Management Maintain clear, accurate case notes and internal documentation Contribute to customer-facing help articles, internal runbooks, and training materials Identify recurring issues and propose documentation or product improvements to reduce friction Cross-Functional Collaboration Partner with Implementation to support new customer onboarding and early lifecycle questions Provide feedback to Product on usability gaps, edge cases, and customer pain points Support QA efforts by reproducing issues and validating fixes when needed Customer Advocacy & Product Insight Act as the voice of the customer within the organization Identify trends and systemic issues that impact customer experience Help shape a support organization that scales with the business while maintaining quality Required Qualifications 2 to 4+ years of experience in a technical support or customer support role at a B2B SaaS company Experience supporting a complex, transactional software platform Strong troubleshooting and problem-solving skills Excellent written and verbal communication skills High attention to detail and strong documentation discipline Ability to work effectively in a fast-growing, high-accountability environment Comfortable managing multiple cases and priorities simultaneously Preferred Qualifications Experience supporting property management, proptech, fintech, or operational SaaS platforms Familiarity with payment processing, accounting concepts, or access control systems Experience with support tools such as Intercom, Zendesk, or similar platforms Exposure to APIs, SQL, or basic technical diagnostics Location & Work Environment This role is based at QuikStor headquarters in El Segundo, California. Regular on-site presence is expected to support collaboration with Support, Product, Engineering, and Implementation teams. Occasional travel may be required for internal planning or training but is not a core requirement of the role. Benefits Medical, Dental, Vision, and Life Insurance 401k Retirement Plan Vacation and Sick Time 20 Remote Workdays per Year Annual Bonus Employee Assistance Program Education Assistance Program Employee Discount Store Discounted Storage Equity Opportunities Andasol Management Inc. is an equal opportunity employer. Andasol Management Inc. does not discriminate on the basis of race, color, religion or religious creed, national origin or place of origin, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), physical or mental disability, age, protected military or veteran status, sexual orientation, gender identity, gender expression, transgender status, genetic information, legally protected medical condition, marital or domestic partner status, status as a victim of domestic violence (including sexual assault or stalking), or any other basis protected by applicable law. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. We are committed to offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at hr@kobreco.com.