Customer Service Representative (Tech) | Remote

Customer Service Representative (Tech)

Remote | US Business Hours (EST–PST)

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We are looking for a Customer Service Representative (Tech) to provide high-quality technical support for a B2B SaaS product in the AI-native accounting and finance space . This role is ideal for a customer support professional who combines strong communication skills with technical troubleshooting, investigative thinking, and a strong sense of ownership.

The role will handle a mix of L1 and L2 technical support , with a focus on diagnosing and resolving complex product, integration, and data-related issues—not just basic customer inquiries.

Key Responsibilities

• Provide technical customer support through Slack, Microsoft Teams, and Email
• Investigate and resolve multi-step product and technical issues
• Troubleshoot APIs, integrations, sync issues, and data discrepancies
• Analyze workflows, logs, and other technical information to identify root causes
• Support customers through complex troubleshooting while maintaining clear, professional communication
• Investigate and resolve third-party integration and connectivity issues
• Escalate complex issues appropriately and coordinate with internal technical and product teams
• Maintain accurate and detailed support documentation and ticket records
• Manage a high-volume support queue of approximately 800+ tickets per month
• Work effectively within an asynchronous, distributed team environment
• Take ownership of customer issues from initial investigation through resolution

Requirements

• Proven experience supporting B2B SaaS customers
• Experience providing technical customer support , troubleshooting, or product support
• Strong technical understanding of APIs, SQL, integrations, debugging workflows, and log file analysis
• Experience troubleshooting third-party integrations, synchronization issues, and data discrepancies
• Strong investigative and problem-solving skills with a high level of ownership
• Excellent attention to detail and ability to manage multiple issues simultaneously
• Excellent written and verbal English communication skills
• Ability to explain technical issues clearly to customers with varying levels of technical knowledge
• Comfortable working asynchronously with distributed teams
• Experience coordinating effectively with internal teams to resolve customer issues
• Familiarity with Slack, Microsoft Teams, and Email as customer support channels
• Experience with Pylon, Zendesk, or similar ticketing/support platforms

Preferred Qualifications

• Experience with accounting, finance, accounts receivable (AR), or fintech workflows
• Experience supporting products involving financial data or business-critical workflows
• Experience working in dedicated or semi-dedicated support teams with strong customer ownership
• Demonstrated employment stability, with an average tenure of 12+ months in previous roles
• Experience working with Pylon specifically

Support Environment

• Support Channels: Slack, Microsoft Teams, and Email
• Ticketing Platform: Pylon, with customer channels integrated into the platform
• Support Level: L1 and L2 technical support
• Volume: Approximately 800+ tickets per agent per month
• Initial Staffing: 1–3 agents
• Initial Coverage: US business hours across EST–PST
• Future Expansion: Potential to expand to 24/7 US coverage , including overnight shifts, as well as international time zones

What We're Looking For

We're looking for someone who is more than a traditional customer service representative. The ideal candidate is a technical problem-solver who can investigate issues independently, communicate clearly with customers, collaborate with internal teams, and take full ownership of resolving complex support cases.

Additional Requirements

• Ability to support US time zones (EST–PST)
• Ability to scale coverage to:
  • Overnight US coverage
  • International time zones

Apply here: