Position Details

Type Not Specified

Experience mid

Exp. Years Not specified

Education Not specified

Category IT Support & Helpdesk

About this role

This role involves providing technical support for Intercom's SaaS platform, focusing on complex customer issues, troubleshooting, and leveraging AI tools to enhance support efficiency.

Key Responsibilities

Communicating with customers
Owning customer issues
Debugging complex problems
Collaborating with product teams
Utilizing AI tools

Technical Overview

Supports SaaS customer support environment using AI tools, troubleshooting complex issues, debugging, and understanding product codebase and features.

Ideal Candidate

The ideal candidate is a mid-level IT support specialist with experience in SaaS customer support, troubleshooting, and AI tools. They are autonomous, curious, and excel at resolving complex technical issues while providing excellent customer service.

Must-Have Skills

Customer supportTroubleshootingDebuggingAI toolsTechnical investigation

Nice-to-Have Skills

Product knowledgeCodebase understandingCustomer communicationCollaboration

Tools & Platforms

IntercomAI agent FinHelpdesk

Required Skills

Customer supportTroubleshootingDebuggingAI toolsCodebase understandingProduct knowledgeCustomer communicationSupportTechnical investigationProblem-solving

Hard Skills

AI toolsCustomer supportTroubleshootingCodebase understandingProduct knowledgeTechnical investigationDebugging

Soft Skills

CommunicationCustomer serviceProblem-solvingCollaborationCuriosityAutonomy

Industry & Role

Industry SaaS

Job Function Provide technical support and troubleshooting for SaaS customer platform

Keywords for Your Resume

Technical Support SpecialistCustomer supportTroubleshootingDebuggingAI toolsCodebase understandingProduct knowledgeCustomer communicationIntercomHelpdeskAI agent FinSupportTechnical investigationProblem-solvingCollaboration

Deal Breakers

Lack of experience with customer support or troubleshooting, No familiarity with AI tools or product support, Unwillingness to work onsite in Sydney

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