L1 Technical Support for an Enterprise Software / AI Company - Remote

Who We Are

We are in search of Technical Support for an end-to-end agentic delivery platform campaign built to revolutionize enterprise ERP projects, specifically targeting complex SAP and Salesforce implementations. We provide project teams, system integrators, and enterprise IT architecture groups with a single, structured environment to manage knowledge, automate repetitive work, and maintain absolute control from initial scoping all the way through go-live.

Requirements

• 2+ years of experience in B2B SaaS customer support or technical helpdesk environments.
• Outstanding written and verbal English communication skills, with an ability to explain advanced technical features in a simple, straightforward, and professional manner.
• A high initiative and a proven ability to quickly learn a complex software platform independently using existing documentation, training courses, and team meetings.
• Strong organizational skills to manage an incoming ticket queue autonomously without requiring heavy management oversight.

Responsibilities

• Act as the first level of support (Tier 1) for all incoming tickets via Pylon, ensuring strict adherence to our response and resolution SLAs (Urgent: 1–2 hours, Medium: 4–8 hours, Low: 8–16 hours).
• Resolve frequent "How-To" and navigation questions, guiding users through our major functional tools.
• Investigate repetitive "bug" reports to determine if they are genuine software glitches or user errors (such as prompt styling or permission steps), logging legitimate development issues accurately into Linear.
• Proactively flag and update outdated internal and external documentation housed on Notion as the engineering team pushes fast platform updates.
• Follow clean escalation paths to internal SAP experts and company leadership for out-of-scope issues, while comfortably hopping on live customer video calls if urgently requested.

Nice to have

• Hands-on experience working with modern startup platforms including Pylon (ticketing), Linear (issue tracking), Slack, and Notion.
• Prior exposure to ERP systems, SAP implementations, or enterprise software delivery workflow.

Working Conditions

• Hours: 7:00 AM – 4:00 PM EST, Monday to Friday

Tech Checklist – Gotta Have It!

• A reliable computer (preferably younger than 3 years) and a stable high-speed internet connection.
• Experience working with Marketplace platforms such as Amazon, eBay, Etsy, Walmart, and Google Shopping Actions, et al.
• A quiet, cozy workspace to handle calls and chats like a pro.

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Skills Assessment Form

Skills Assessment Form

Hiring Budget

USD1,150 - 1,200 per month