Technical Customer Support Specialist

Qase is a modern, all-in-one test-management platform used by QA engineers to ship better software, faster. They are hiring a Technical Customer Support Specialist to handle frontline customer interactions, improve support content, and liaise with product and sales teams.

Location: Delaware, USA

Responsibilities

• Resolve 20-30 chats per day in Intercom, escalate bugs, and capture customer feedback.
• Conduct Zoom/Meet calls (approx. 3–5 per week).
• Maintain customer satisfaction with empathetic responses.
• Expand knowledge base and contribute to blog and community channels.
• Distill customer feedback into Jira tickets and Canny posts.
• Assist sales with product questions.
• Handle escalations and de-escalate tense conversations.

Requirements

• 2+ years in B2B SaaS customer support (L1/L2).
• C1-level written and spoken English.
• Root-cause discovery skills.
• Good judgment and curiosity about customer setups.
• Ability to operate autonomously.
• Quick learner of new tools/software.
• Calm, diplomatic communication skills.
• Attention to detail.
• Experience with tools like Canny, Jira, Notion, Intercom.

Benefits

• Work in a company with high CSAT scores and positive reviews.
• Opportunity to contribute to content and community.
• Work with AI tools to improve support efficiency.
• Vacation entitlement of 28 days per year.
• Rotating shift schedule covering 24 hours, with occasional night shifts.

Additional Information

• The role involves working in shifts, including night shifts roughly once every three months.
• Candidates should be comfortable with technical troubleshooting and possibly using APIs and dev-tools.