Customer Service Representative (Tech) | Remote

Customer Service Representative (Tech) Remote | US Business Hours (EST–PST) Apply here: https://operationsarmy.com/application 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: https://operationsarmy.com/application