Customer Support Agent, Remote US East Coast

1. About Our Client:This organization operates in the Generative AI SaaS industry, focusing on transforming how businesses create and optimize bids, tenders, and proposals using advanced natural language processing technology. Positioned to address the challenge of producing high-quality, competitive proposals efficiently, the company delivers tailored AI language solutions that help clients save time, improve content quality, and increase win rates. It is among the fastest-growing AI companies globally, expanding rapidly to meet rising demand across multiple sectors.2. About the Opportunity:The Customer Support Agent serves as the primary contact for users of the AI platform, providing expert assistance and resolving inquiries to ensure a seamless customer experience. This role is critical for maintaining high levels of customer satisfaction and retention by troubleshooting issues, collaborating across departments, and contributing to continuous improvement of support processes. The position requires coverage of US East Coast hours from 8 am to 5 pm.3. Responsibilities:• Provide expert product support via email, webform, phone, and live chat• Research and analyze JSON logs and traces to identify root causes and coordinate with second-line support• Prioritize and categorize customer inquiries for efficient handling and escalation• Update knowledge base articles and internal documentation to aid customer self-service• Collaborate with Customer Success, Engineering, and other teams to resolve issues and share feedback• Deliver friendly, effective customer service that builds trust and loyalty• Track and monitor issues to ensure timely resolution while keeping customers informed• Meet or exceed Service Level Agreements and Key Performance Indicators consistently4. Requirements:• Minimum 3 years customer support experience, preferably in SaaS or tech industries• Familiarity with SaaS products, startups, and B2B customer support environments• Proficiency with support tools such as Zendesk, Slack, Datadog, and Linear• Bachelor’s degree or equivalent experience• Availability to work Monday through Friday, 8 am to 5 pm Eastern Time, with 1-hour lunch• Experience reviewing and discussing programmatic logs and trace dataPreferred Qualifications:• Background in B2B technical support within a SaaS company• Degree in computer science or related technical field is a plus• Experience with bid writing and related processes5. Pay Range and Compensation Package:• Salary range: $55,000 to $65,000 depending on experience and qualifications• Performance-based bonuses available• Stock options offering equity participation• Comprehensive medical, dental, and life insurance with partial company contribution and access to pre-tax Flexible Spending Account• 401(k) retirement plan with company matching contributions• Unlimited paid time off measured by performance outcomes• Remote work flexibility• Paid parental leave: 16 weeks for primary caregiver, 4 weeks for secondary caregiver after one year of serviceEqual Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.