Job Description

Senior Technical Support Representative
Location: Remote (South Africa or Philippines) Schedule: Full-time, M-F, 8 AM - 5 PM CST Compensation: $24,000-$26,000/year (based on experience)
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.
Based in South Africa or the Philippines.

Skills Required