Senior Customer Support Representative

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support Representative based in United States.** This role is an opportunity to become a key contributor to a customer-focused technology organization by delivering exceptional support experiences and solving complex technical challenges. You will serve as a trusted point of contact for customers, helping them maximize the value of a powerful software and connected hardware platform. The position combines technical troubleshooting, relationship building, and cross-functional collaboration with product, engineering, hardware, and customer success teams. You will take ownership of customer issues from identification through resolution, ensuring timely communication and effective solutions. This role is ideal for someone who enjoys problem-solving, learning new technologies, and making a measurable impact in a fast-growing environment. You will have the opportunity to influence product improvements by identifying trends, sharing insights, and helping shape the customer experience. ### Accountabilities: The Senior Customer Support Representative will own the customer support experience by resolving technical issues, improving customer satisfaction, and collaborating with internal teams to deliver effective solutions. The role requires strong troubleshooting skills, ownership of support processes, and the ability to translate customer challenges into actionable insights. - Provide timely and high-quality support through phone, email, chat, and other inbound support channels. - Take full ownership of customer tickets, ensuring issues are tracked, prioritized, resolved, and communicated effectively. - Diagnose complex software, hardware, and platform-related issues through active listening, investigation, and structured problem-solving. - Assist customers with platform navigation, device monitoring, account configurations, permissions, asset management, and data accuracy. - Leverage deep knowledge of software applications, connected hardware, and environmental factors affecting system performance to troubleshoot issues. - Manage support workflows using ticketing platforms and collaborate with internal stakeholders to ensure timely resolution. - Escalate technical issues appropriately while maintaining clear documentation and customer communication. - Partner with Software Engineering, Product, Hardware, QA, and Customer Success teams to resolve bugs, improve features, and enhance customer outcomes. - Identify recurring customer issues and trends, providing insights that support product improvements and operational efficiency. - Support customer-facing teams by providing technical guidance and recommendations on complex issues. ## Requirements: The ideal candidate is a customer-focused technical professional with strong SaaS support experience, excellent communication skills, and the ability to thrive in a fast-paced environment. You should be comfortable working independently, collaborating across teams, and solving challenging technical problems. - Bachelor’s degree preferred or equivalent professional experience. - 5+ years of experience providing software customer support required. - 2+ years of experience working in SaaS, PaaS, or a related technology environment. - Strong technical troubleshooting experience across Android, Apple, and Windows-based products. - Experience supporting software platforms, IoT products, or connected hardware solutions. - Familiarity with support and customer relationship management tools such as HelpScout, Salesforce, JIRA, or similar platforms. - Excellent written and verbal communication skills, including the ability to communicate effectively with technical teams. - Strong analytical and problem-solving abilities with a structured and process-driven approach. - Ability to manage multiple priorities while maintaining attention to detail and customer fo…