Location: Remote (LATAM, SA or PH)
Contract: Independent Contractor
Schedule: Full-Time, Monday-Friday, 8am-5pm CST

About Us

We are a growing SaaS (Software-as-a-Service) company that provides critical compliance solutions for the local government water industry. Our platform helps municipalities and public utilities manage complex regulatory requirements with greater efficiency and accuracy. We are a dedicated team focused on delivering exceptional service and building a next-generation solution for a stable and important industry.

The Opportunity

We are seeking a highly skilled and communicative Senior Technical Support Representative to serve as a Level 2-3 support person for our platform. This is a hybrid role that demands a strong technical background and exceptional customer-facing communication skills. You will handle deeper customer escalations, perform advanced troubleshooting, and work closely with our implementation team to execute key configuration tasks.

This is a fantastic opportunity for a proactive and experienced professional with a strong technical foundation who is also patient and empathetic. You will be the crucial bridge between our clients and our professional services team, ensuring a seamless and reliable experience for everyone.

Key Responsibilities

Technical Support & Escalations:
- Serve as the primary point of contact for deeper customer escalations, diagnosing and resolving complex technical issues.
- Provide scripting assistance and advanced troubleshooting to support clients and internal teams.
- Handle both phone and email support, providing clear, concise, and understandable solutions.
Implementation & Systems Support:
- Support our professional services team with repeatable configuration tasks, including scraping and interpreting information from client documents.
- Build and customize drag-and-drop forms and perform data entry and Excel-based work with a high degree of accuracy.
- Collaborate with implementation and development teams to ensure a smooth transition from client data to product configurations.
Communication & Client Interaction:
- Communicate clearly and patiently with local government clients who may be less tech-savvy.
- Handle occasional client-facing interactions with a professional and empathetic demeanor.

Required Qualifications

Experience: 2+ years of experience in a technical support role, with a focus on escalated (Level 2-3) support.
Technical Skills:
- Proven experience with Python scripting language.
- Moderate to strong familiarity with SQL, Google Cloud architecture, and Go programming language.
- Strong technical troubleshooting and diagnostic skills in a SaaS environment.
Communication:
- Excellent written and verbal communication skills with a clear, professional delivery.
- A patient and empathetic approach to working with customers.
Work Style:
- A self-starter with the ability to work independently and manage complex tasks.
- Strong organizational skills and a high level of attention to detail.
- Experience working in a SaaS organization.

Sr. Technical Support Representative (Remote) - 66012081496