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)