Technical Support Specialist

CerebriOS is a software company building B2B SaaS products that help businesses make better decisions, streamline operations, and get more value from their data. Our products combine practical business workflows with intuitive technology designed for everyday use. You will join the customer-facing team supporting our new analytics platform for mid-market businesses. You will help customers troubleshoot product issues, understand how to use the platform effectively, and resolve technical questions around data, reporting, integrations, and account configuration. You will work closely with Customer Success, Engineering, and Product to make sure customer issues are resolved quickly and recurring problems are addressed at the source. WHAT YOU WILL DO Provide technical support to customers through email, chat, and other support channels Investigate and resolve issues related to dashboards, reports, data, integrations, and product functionality Reproduce reported issues and gather the technical information needed to identify their cause Guide customers through product configuration and troubleshooting in a clear, practical way Escalate complex technical issues to Engineering with clear reproduction steps and relevant context Track support requests and maintain accurate documentation in the support system Identify recurring customer issues and work with Product and Engineering to improve the product Create and maintain help articles, troubleshooting guides, and internal support documentation Monitor support trends and help identify opportunities to improve customer experience and product reliability Work closely with Customer Success and Implementation teams during onboarding and ongoing customer support WHAT WE ARE LOOKING FOR 1+ year of experience in technical support, customer support, application support, or a similar role Experience supporting SaaS, web applications, or other business software Strong troubleshooting and problem-solving skills Comfortable investigating technical issues rather than relying only on predefined scripts Good understanding of web applications, APIs, integrations, and common software issues Strong written and verbal English communication skills Ability to explain technical concepts clearly to both technical and non-technical customers Organized approach to managing multiple support requests and priorities Comfortable collaborating with Engineering, Product, Customer Success, and other teams NICE TO HAVE Experience supporting analytics, reporting, data, or business intelligence products Basic SQL knowledge Familiarity with APIs and tools such as Postman Experience with Zendesk, Intercom, Jira, or similar platforms Experience troubleshooting data integrations Previous B2B SaaS experience Experience creating customer-facing technical documentation COMPENSATION AND BENEFITS Compensation will be determined based on experience, technical expertise, and overall fit for the role. CerebriOS offers a remote-first working environment, professional development opportunities, and a benefits package designed to support our team. Full details of compensation, benefits, and other employment terms will be discussed during the interview process. HIRING PROCESS Application review → introductory conversation → technical support discussion → conversation with the manager → offer. We aim to keep the process focused and respectful of your time, with clear communication throughout the process. EQUAL OPPORTUNITY CerebriOS is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Location: Remote Salary Range: 65,000 - 85,000 USD (gross, annually)