(WFH Setup) Technical Support Representative

About the role
We are seeking a customer-centric and solutions-oriented Technical Support Representative to serve as the primary point of contact for our users. You will handle frontline customer tickets, resolve product usage questions, and troubleshoot issues within the user interface.

What you'll be doing

• Manage incoming customer requests via chat, email, and ticketing portals.
• Own customer support tickets end-to-end, from initial intake through full resolution.
• Troubleshoot technical issues across the platform and escalate them to the Engineering team when necessary.
• Communicate clearly and professionally with customers throughout the case lifecycle.
• Maintain accurate and detailed customer records and case documentation in HubSpot (CRM).
• Collaborate with internal teams across different time zones as part of a follow-the-sun support structure.
• Contribute to knowledge base articles, internal documentation, and support process improvements.
• Identify recurring issues and provide insights to help improve product quality and the overall customer experience.

What we're looking for

• 2+ years of experience in technical support, customer support, or a similar customer-facing role
• Proven experience working with ticketing systems and CRM platforms - HubSpot experience is a strong advantage
• Excellent written and verbal communication skills in English - a must
• Strong troubleshooting and analytical skills
• Ability to manage multiple open issues simultaneously in a fast-paced environment
• Experience working with a cybersecurity or enterprise SaaS product - an advantage
• Comfortable working independently across time zones

Nice to Have

• Familiarity with Linux, MAC and Windows networking fundamentals, or cloud environments
• Experience in global or multi-region support operations