Customer Service Representative (Tech) | Remote

Customer Service Representative (Tech) Remote | US Business Hours (EST-PST) Apply here: 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