Job Description

Location: Remote
Team: Customer Experience
Company: Distance AI
About Distance AI
Distance is a sales automation platform that helps service businesses communicate better with customers, collect leads, and prioritize opportunities--powered by our AI agent, Miles. We're growing quickly and looking for an experienced technical support specialist who can help our customers get the most out of our platform.
Role Overview
We're looking for a hands-on, technically strong Customer Support Specialist with at least 4 years of experience supporting software products. You'll work directly with customers to troubleshoot issues, debug configurations, and ensure successful adoption of Distance. You'll collaborate tightly with engineering, product, and our onboarding teams to surface insights and resolve issues quickly.
This role is ideal for someone who thrives on problem solving, loves understanding how systems work under the hood, and is motivated by helping customers unlock value.
Responsibilities

• Serve as the primary point of contact for customers experiencing technical issues.
• Debug and resolve configuration problems related to integrations, automations, workflows, and platform settings.
• Reproduce, document, and escalate complex issues to engineering when needed.
• Guide customers on best practices for setup, activation, and ongoing use of Distance.
• Work in ticketing systems to ensure timely responses and SLAs.
• Partner with product and engineering to identify recurring issues and contribute to long-term solutions.
• Maintain clear and empathetic communication with customers via call and email throughout the troubleshooting process.
• Create and update support documentation, playbooks, and workflows.
• Participate in improving internal tools and processes that streamline support.
• Become a product expert capable of understanding new features, testing updates, and giving feedback.

Requirements
Best-in-Class Requirements
Must-Haves

• 4+ years of experience in technical customer support for SaaS or software products.
• Work during north-american business hours is a requirement.
• Strong problem-solving skills and familiarity with debugging tools and workflows.
• Ability to break down complex issues into clear steps and communicate solutions in a customer-friendly way.
• Comfort working with customer-facing ticketing tools (Zendesk, Intercom, HubSpot, etc.).
• Proven success resolving issues that involve multiple systems or integrations.
• Strong written and verbal communication skills in English.
• Ability to prioritize and manage multiple tickets without dropping details.

Nice-to-Haves

• Experience supporting automation platforms, CRMs, messaging tools, or AI-driven applications.
• Basic understanding of front-end behavior (JS errors, browser debugging) or backend concepts (timeouts, rate limits).
• Experience with small teams, startups, or fast-paced environments.
• Comfort creating documentation or user guides.

Who You Are

• A calm, patient problem-solver who loves digging into technical details.
• Customer-obsessed--you care about helping people succeed, not just closing tickets.
• Highly organized, accountable and independent.
• Curious and eager to learn how things work.
• Comfortable working with ambiguity and rapid product changes.

Skills Required