Technical Customer Support Specialist

Headquarters: Delaware, USA
URL: https://qase.io/

Hey there!

Qase is a modern, all-in-one test-management platform used by QA engineers to ship better software, faster. Customers love us for two things: our clean product and a support experience that consistently scores 95% CSAT and 4.7/5 on G2 (https://www.g2.com/products/qase/reviews). To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team.

You’ll own frontline conversations, spot patterns, and have the freedom to fix what’s broken without a five-layer approval chain. (For example, one of our reps produced a library of FAQ articles, cutting average chat handle time by 15%.)

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WHAT YOU’LL ACTUALLY BE DOING

HANDLE INBOUND

• Resolve about 20-30 chats per day in Intercom; escalate bugs to the Engineering team and capture improvement or feature requests from customers.
• When required, hop on Zoom/Meet calls (approx. 3–5 a week) when “show-and-tell” beats back-and-forth typing.
• Keep our enterprise customers smiling with quick, thorough, empathetic responses.

CONTENT & COMMUNITY

• Expand our public knowledge base (https://help.qase.io) and occasionally contribute to our blog (https://qase.io/blog)
• Occasionally, engage on our public roadmap (https://qase.canny.io/), G2, and other communication channels as the friendly face of Qase.

BE AN INTERNAL LIAISON

• Distill customer feedback into clear Jira tickets and Canny posts so Product knows what to tackle next; focusing on what matters amid the noise is something we value.
• Be a product expert and work with Sales to answer questions and assist their efforts.
• Handle tricky escalations with grace; de-escalate tense conversations before they turn into fire drills :)

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QUALIFICATIONS

MUST-HAVES

• 2+ years in B2B SaaS customer support (L1/L2).
• C1-level written and spoken English.
• Pro at root-cause discovery — separate what users say from what’s actually wrong.
• Good judgment when the playbook runs out.
• Curiosity for how things work; you enjoy digging into a customer’s setup.
• Able to operate autonomously; no one will constantly watch over your shoulder.
• Quickly learn a new tool/software.
• Calm, diplomatic communicator, especially when conversations get heated.
• You value detail and are not sloppy.
• Hands-on with tools like: Canny, Jira, Notion, Intercom (or equivalents).

NICE-TO-HAVES

• Basic comfort with REST APIs, browser dev-tools.
• Hands-on background in technical troubleshooting is a strong advantage — you’ll regularly dive into unfamiliar tools and customer environments, separate knowns from unknowns, and build a testable hypothesis to pinpoint the root cause.

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AI AT QASE We lean on AI to improve replies, classify tickets, and automate repetitive chores so we can focus on interesting work. If you’ve used ChatGPT, custom prompts, or other tools to speed up support, tell us!

Recording a quick 1–2-minute Loom video about how you applied AI ideas is a plus — but is not mandatory to apply.

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SUCCESS METRICS

• Maintain ≥95% CSAT score.
• Increase self-serve deflection by adding at least two high-value help articles per month.
• Initiate and drive a process improvement that directly impacts the team’s efficiency.

WORKING HOURS We run a rotating shift schedule that covers 24 hours, so you’ll occasionally work a night shift (12 a.m. to 9 a.m IST) roughly once every three months. Shifts rotate monthly. Weekends are normally off (Saturday and Sunday), but you may need to swap a day or two if someone is unavailable.

LEAVE POLICY You will be entitled to 28 calendar days of vacation per year (equivalent to 20 business days).

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Thanks for reading this far – looking forward to your application!

To apply: https://weworkremotely.com/remote-jobs/qase-technical-customer-support-specialist