{"schemaVersion":"jobsearcher.job.v1","id":"7b0bcbd604adc13d52fd7280","url":"https://jobsearcher.com/jobs/7b0bcbd604adc13d52fd7280","canonicalUrl":"https://jobsearcher.com/jobs/7b0bcbd604adc13d52fd7280","title":"Technical Support Level 1 - REMOTE U.S.","description":"Level 1 Technical Support Technician (Remote)\nDepartment: Technical Support\nReports To: Technical Support Manager\nLocation: Remote, United States\nAbout the Role\nWe are seeking a Level 1 Technical Support Technician to join our Technical Support team and serve as a first point of contact for customers using our SaaS platform. In this role, you will assist customers with product questions, troubleshoot technical issues, and provide clear guidance to help ensure a positive customer experience.\nThis position is fully remote, with required travel approximately twice per year to support customers at industry events and trade shows. During these events, you will provide onsite customer assistance, answer product questions, troubleshoot issues, and represent the Technical Support team.\nThis is a great opportunity for someone who enjoys problem-solving, helping customers, and building technical skills in a software environment.\nWhat You'll Do\nRespond to customer inquiries through phone and email with professionalism, empathy, and technical accuracy\nTroubleshoot product-related issues and guide customers through solutions\nProvide product guidance and help customers understand how to use the platform effectively\nDocument customer interactions, troubleshooting steps, and resolutions in the ticketing system\nGather relevant details during troubleshooting and ensure accurate handoffs when escalating issues\nEscalate complex issues to Level 2 Technical Support or other internal teams when appropriate\nFollow established support processes and contribute to a consistent customer experience\nProvide onsite customer support at industry events and trade shows approximately twice per year\nCollaborate with internal teams to help resolve customer-impacting issues\nWhat We're Looking For\nStrong customer service and communication skills\nA problem-solving mindset and ability to troubleshoot issues step-by-step\nAbility to explain technical concepts clearly to customers with varying levels of technical experience\nStrong attention to detail when documenting customer interactions and resolutions\nAbility to learn new software products and support processes quickly\nComfortable interacting directly with customers, including occasional onsite support at industry events\nPreferred Qualifications\n1+ year of experience in technical support, customer support, help desk, or a related role\nExperience supporting SaaS applications or software products\nExperience using ticketing systems or customer support platforms\nBasic SQL knowledge or experience using database tools for troubleshooting\nWork Environment\nFully remote position within the United States\nRequired travel approximately twice per year to support customers at trade shows and industry events\nTravel may include customer interaction, product support, troubleshooting, and technical assistance\nWhy Join Our Team\nWork remotely with a collaborative Technical Support team\nBuild hands-on experience supporting a SaaS product\nDevelop technical troubleshooting and customer support skills\nGain customer-facing experience at industry events\n\nMonday - Friday 10:00 AM - 7:00 PM ET","company":"Markettime","rawCompany":"markettime","isRemote":true,"isActive":false,"createdAt":"2026-08-04T19:50:36.098Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"513210","title":"Software Publishers","slug":"software-publishers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Level 1 - REMOTE U.S.","description":"Level 1 Technical Support Technician (Remote)\nDepartment: Technical Support\nReports To: Technical Support Manager\nLocation: Remote, United States\nAbout the Role\nWe are seeking a Level 1 Technical Support Technician to join our Technical Support team and serve as a first point of contact for customers using our SaaS platform. In this role, you will assist customers with product questions, troubleshoot technical issues, and provide clear guidance to help ensure a positive customer experience.\nThis position is fully remote, with required travel approximately twice per year to support customers at industry events and trade shows. During these events, you will provide onsite customer assistance, answer product questions, troubleshoot issues, and represent the Technical Support team.\nThis is a great opportunity for someone who enjoys problem-solving, helping customers, and building technical skills in a software environment.\nWhat You'll Do\nRespond to customer inquiries through phone and email with professionalism, empathy, and technical accuracy\nTroubleshoot product-related issues and guide customers through solutions\nProvide product guidance and help customers understand how to use the platform effectively\nDocument customer interactions, troubleshooting steps, and resolutions in the ticketing system\nGather relevant details during troubleshooting and ensure accurate handoffs when escalating issues\nEscalate complex issues to Level 2 Technical Support or other internal teams when appropriate\nFollow established support processes and contribute to a consistent customer experience\nProvide onsite customer support at industry events and trade shows approximately twice per year\nCollaborate with internal teams to help resolve customer-impacting issues\nWhat We're Looking For\nStrong customer service and communication skills\nA problem-solving mindset and ability to troubleshoot issues step-by-step\nAbility to explain technical concepts clearly to customers with varying levels of technical experience\nStrong attention to detail when documenting customer interactions and resolutions\nAbility to learn new software products and support processes quickly\nComfortable interacting directly with customers, including occasional onsite support at industry events\nPreferred Qualifications\n1+ year of experience in technical support, customer support, help desk, or a related role\nExperience supporting SaaS applications or software products\nExperience using ticketing systems or customer support platforms\nBasic SQL knowledge or experience using database tools for troubleshooting\nWork Environment\nFully remote position within the United States\nRequired travel approximately twice per year to support customers at trade shows and industry events\nTravel may include customer interaction, product support, troubleshooting, and technical assistance\nWhy Join Our Team\nWork remotely with a collaborative Technical Support team\nBuild hands-on experience supporting a SaaS product\nDevelop technical troubleshooting and customer support skills\nGain customer-facing experience at industry events\n\nMonday - Friday 10:00 AM - 7:00 PM ET","datePosted":"2026-08-04T19:50:36.098Z","dateModified":"2026-08-04T19:50:36.098Z","hiringOrganization":{"@type":"Organization","name":"Markettime","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"7b0bcbd604adc13d52fd7280"},"url":"https://jobsearcher.com/jobs/7b0bcbd604adc13d52fd7280"}}