Tier 1 Customer Support

Do you enjoy solving problems, helping people, and getting to the bottom of things when something isn’t working as expected?

As part of our Support team, you’ll be the first point of contact for our customers and play an important role in making sure they get the help they need. You’ll receive and triage incoming questions, troubleshoot common technical issues, and guide customers towards a solution.

Some issues you’ll solve yourself, while others will need the right expert involved. You don’t need to have all the answers. What matters is that you ask the right questions, think practically, communicate clearly, and know when to escalate.

Above all, you’ll make sure customers feel supported, informed, and confident that their issue is in good hands.

Key responsibilities

Customer support & communication

• Respond to support requests via email, phone, chat, or ticketing systems.

• Maintain open communication with customers and provide timely status updates.

• Understand the customer’s question or issue and determine the appropriate next step.

• Communicate technical information in a clear and accessible way.

• Maintain friendly, professional, and empathetic communication.

• Help ensure a positive customer experience and build customer trust.

Initial troubleshooting

• Diagnose common technical problems.

• Guide customers through basic troubleshooting steps.

• Assist with installation, configuration, and usage of products.

• Gather the relevant technical information needed to understand and reproduce issues.

• Apply known solutions and standard troubleshooting procedures.

Issue triage & escalation

• Determine whether an issue can be resolved directly or requires escalation.

• Identify the urgency and impact of incoming support requests.

• Escalate more complex technical issues to the appropriate support or engineering team.

• Provide clear and complete information when handing over an issue.

• Follow up on escalated cases and keep customers informed of progress.

Ticket management & documentation

• Log incoming issues and record troubleshooting steps.

• Document customer interactions, findings, and solutions accurately.

• Keep support tickets complete and up to date.

• Ensure recurring issues and useful solutions are captured for future reference.

Knowledge sharing

• Provide guidance on product features, capabilities, and best practices.

• Use internal documentation and knowledge bases to resolve customer questions.

• Contribute to improving support documentation based on recurring questions and solutions.

• Share relevant customer feedback and recurring issues with the wider team.