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Job Overview
Location
United States, Remote (West)
Job Type
Full-time
Category
Customer Support
Date Posted
December 28, 2025
Full Job Description
đź“‹ Description
- • Own the most challenging tickets end-to-end: when Tier 1 hits a wall, you become the hero who dives into logs, crafts SQL queries, and pieces together clues across CRM, marketing-automation, and custom integrations to restore customer confidence.
- • Act as the voice of calm expertise during escalations—whether it’s a Fortune 500 CMO whose nurture flows have stalled or a partner whose API calls are failing, you translate technical chaos into clear, empathetic updates that keep stakeholders aligned and stress levels low.
- • Reproduce, isolate, and document elusive bugs so Engineering can move from “we can’t replicate it” to “fix deployed” in record time; your concise write-ups and annotated screenshots become the gold standard for future bug reports.
- • Build and maintain an internal library of advanced runbooks, SQL snippets, and integration cheat sheets that cut future resolution times in half and turn junior agents into power users.
- • Partner daily with Product Managers to prioritize hotfixes, with Customer Success to apply account-specific optimizations, and with Engineering to design long-term systemic improvements that prevent the next wave of tickets.
- • Monitor ticket trends, spot patterns (e.g., a spike in webhook failures every Tuesday at 3 pm PT), and launch proactive campaigns—patch notes, KB articles, or in-app alerts—that deflect hundreds of potential tickets before they’re even filed.
- • Mentor Tier 1 teammates through live shadowing, weekly knowledge-sharing huddles, and asynchronous Slack threads; your coaching turns “I’m stuck” into “I got this” and measurably lifts first-contact-resolution rates.
- • Own the West-coast technical coverage window, ensuring that when East-coast teammates sign off, customers still receive rapid, expert support until the last PST business hour ends.
- • Champion data-driven storytelling: pull metrics from Zendesk, Looker, and JIRA to craft monthly “Voice of Support” decks that spotlight top pain points and influence quarterly roadmap decisions.
- • Contribute to the public knowledge base—write advanced troubleshooting guides, record 3-minute Loom videos, and keep API examples current so customers can self-serve and your future self can reference a single source of truth.
- • Balance deep focus with rapid context switching: you might spend the morning dissecting a malformed JSON payload, hop on a Zoom to whiteboard a new escalation flow, then close the afternoon coaching a teammate on regex for dynamic field mapping.
- • Uphold Conversica’s security and compliance posture by validating data-access permissions, redacting PII in ticket notes, and flagging any suspicious integration behavior to InfoSec before it becomes a breach.
- • Celebrate wins loudly: when a tricky case is solved or a new runbook drops, you post in #support-wins, sparking emojis, kudos, and cross-team recognition that fuels our remote-first culture.
🎯 Requirements
- • 3+ years in a SaaS technical support role with proven ownership of Tier 2/Tier 3 escalations.
- • Proficiency in SQL—able to write, test, and debug complex queries across relational databases.
- • Hands-on experience with CRM and marketing automation platforms (e.g., Salesforce, HubSpot, Marketo) and their native or REST integrations.
- • Demonstrated ability to read and interpret JSON/XML payloads, trace API calls, and diagnose webhook or OAuth failures.
- • Excellent written and verbal communication skills; capable of translating technical jargon into customer-friendly language.
- • Bachelor’s degree in CS, IT, or related field preferred, or equivalent practical experience.
🏖️ Benefits
- • Competitive hourly rate of $28–$31, with overtime eligibility and annual merit reviews.
- • Comprehensive medical, dental, and vision coverage for you and eligible dependents, effective day one.
- • 401(k) with company match, equity (RSUs), and an employee stock purchase plan.
- • Flexible PTO policy, 11 paid holidays, and a quarterly mental-health recharge day.
Skills & Technologies
About Conversica, Inc.
Conversica provides AI-powered revenue automation software that uses conversational artificial intelligence to engage leads, customers and partners across email, SMS and web chat. Its platform autonomously nurtures prospects, schedules meetings, surfaces buying intent and powers customer success workflows, integrating with Salesforce, Microsoft Dynamics, HubSpot and other CRM and marketing systems. Designed for sales, marketing and customer experience teams, the SaaS solution leverages natural language processing to deliver human-like, two-way conversations at scale while providing analytics and insights to optimize revenue performance across the customer lifecycle.
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