Technical Customer Support Specialist
Job Overview
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 ( To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team.
Job Description
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%.
) 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.
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 :) QUALIFICATIONS MUST-HAVES 2+ years in B2B SaaS customer support (L1/L2). C1-level written and spoken English.
Key Responsibilities
- 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 ( To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team.
- Handle tricky escalations with grace; de-escalate tense conversations before they turn into fire drills :) QUALIFICATIONS MUST-HAVES 2+ years in B2B SaaS customer support (L1/L2).
- 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.
- If you’ve used ChatGPT, custom prompts, or other tools to speed up support, tell us!
- LEAVE POLICY You will be entitled to 28 calendar days of vacation per year (equivalent to 20 business days).
Required Skills and Qualifications
- Customers love us for two things: our clean product and a support experience that consistently scores 95% CSAT and 4.7/5 on G2 ( To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team.
- When required, hop on Zoom/Meet calls (approx.
- CONTENT & COMMUNITY Expand our public knowledge base ( and occasionally contribute to our blog ( Occasionally, engage on our public roadmap ( G2, and other communication channels as the friendly face of Qase.
- Handle tricky escalations with grace; de-escalate tense conversations before they turn into fire drills :) QUALIFICATIONS MUST-HAVES 2+ years in B2B SaaS customer support (L1/L2).
Benefits and Perks
- LEAVE POLICY You will be entitled to 28 calendar days of vacation per year (equivalent to 20 business days).
USA Jobs Today role summary
Role Summary
Technical Customer Support Specialist at Qase is a remote United States position and is listed as Full Time.
Qase is a modern, all-in-one test-management platform used by QA engineers to ship better software, faster.
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Application Checklist
- Review the stated qualifications, including: Customers love us for two things: our clean product and a support experience that consistently scores 95% CSAT and 4.7/5 on G2 ( To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team. CONTENT & COMMUNITY Expand our public knowledge base ( and occasionally contribute to our blog ( Occasionally, engage on our public roadmap ( G2, and other communication channels as the friendly face of Qase.
- Confirm that the official application page still lists the role as open.
- Verify the work location and any United States eligibility or work-authorization requirements.
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Work Location and Schedule
This role is listed as Remote USA with location information shown as Remote USA. The employment type is Full Time.
About the Company
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