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

Originally posted on Himalayas