Technical Customer Support Specialist Full Time NEW

About This Opportunity

Qase is hiring a remote Technical Customer Support Specialist to provide frontline support for its AI-powered QA testing platform.

You’ll help B2B SaaS customers troubleshoot technical issues, collaborate with Product and Engineering teams, contribute to the knowledge base, and deliver an outstanding customer experience while identifying opportunities to improve support processes.

View their full job description and apply directly with them by clicking on the apply button

*Please only apply if you meet the requirements*

What You Will Be Doing

• Handling 20–30 customer support chats daily through Intercom
• Troubleshooting technical issues and escalating bugs to the Engineering team
• Assisting customers through Zoom or Google Meet when needed
• Maintaining a high level of customer satisfaction with timely and empathetic support
• Creating and updating knowledge base articles and support documentation
• Occasionally contributing to the company blog and community channels
• Translating customer feedback into Jira tickets and product improvement requests
• Supporting the Sales team by answering product-related questions
• Managing escalated customer issues professionally and effectively
• Identifying opportunities to improve support workflows and customer self-service resources

What They’re Looking For

• 2+ years of experience in B2B SaaS customer support (L1/L2)
• C1-level written and spoken English
• Strong technical troubleshooting and root-cause analysis skills
• Ability to work independently with minimal supervision
• Fast learner with strong problem-solving abilities
• Calm, professional communication skills
• Excellent attention to detail
• Experience with support tools such as Intercom, Jira, Canny, Notion, or similar platforms
• Bonus Skills:
  Basic knowledge of REST APIs
  Experience using browser developer tools
  Technical troubleshooting experience across customer environments
  Experience using AI tools such as ChatGPT to improve support workflows
  Loom video demonstrating AI usage is appreciated but not required

Notes

• $12,000–$15,000 USD per year
• Fully remote
• Full-time position
• Rotating support schedule with occasional night shifts (approximately once every three months)
• Weekends are generally off with occasional schedule adjustments
• 28 calendar days of annual leave (20 business days)
• Opportunity to contribute to process improvements and knowledge base development
• Success measured by customer satisfaction (95%+ CSAT), self-service improvements, and operational impact
• Talent can be from: Eastern Europe, South Africa, Philippines, Colombia, Serbia, Kenya, or Mexico City (Remote)

Tagged as: API, B2B SaaS, Customer Success, Customer Support, Intercom, JIRA, remote jobs, SaaS Support, Technical Customer Support Specialist, technical support, Technical Troubleshooting