Application Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary contact for both internal teams and external clients regarding feature inquiries, login/access challenges, and overall application troubleshooting.

• Manage the setup and configuration of new customers (not system) on the Cortex platform and its applications, including defining user roles and permissions.

• Present feature demonstrations to both internal stakeholders and external clients and prospects.

• Assist in developing and validating the internal knowledge base, FAQs, and onboarding documentation as new applications are launched.

• Identify and escalate confirmed bugs or platform issues to engineering with detailed reproduction steps and supporting information.

• Collaborate with the product team on release notes, how-to guides, and training materials related to new features and releases.

• Track and manage support requests via Atlassian (Jira), ensuring they are resolved promptly or escalated to the relevant team.

• Monitor and report on recurring support issues to guide product and documentation priorities.

• Utilize AI/LLM tools such as Copilot and Claude to draft customer responses, knowledge-base articles, and feature-training materials, as well as to enhance troubleshooting and research efficiency.

⛳️ Requirements

• One to three years of experience in technical support, customer success, or solutions/implementation roles, preferably within a B2B SaaS or platform company.

• Familiarity with SaaS application configuration, user roles/permissions, and customer account setup.

• Excellent written and verbal communication skills, capable of conveying technical information to non-technical audiences.

• Ability to quickly learn new applications and processes, including leveraging AI/LLM tools to enhance daily tasks.

• Experience using Atlassian tools (Jira, Confluence) for ticketing and documentation purposes.

• Background in supporting a multi-application or multi-tenant SaaS platform.

• Proven experience in delivering product demonstrations to clients or prospects.

• Understanding of basic troubleshooting for web applications, including browser/device issues and login/authentication flows.

• Experience with AI/LLM tools for drafting, summarizing, or conducting research in a support or customer-facing role.

• Previous experience in a dynamic technology company.

🏝️ Benefits

• Equal opportunity employer.

• Reasonable accommodations may be provided to enable qualified individuals with disabilities to perform the essential functions of the role.