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Customer Support Specialist

May 26, 2026

People Architects is partnering with a fast growing SaaS company that is actively growing its Customer Service team. We are looking for someone comfortable providing Tier 1 support who can flex up as needed. We need someone who enjoys digging into technical issues, working through integrations, and partnering closely with Engineering and Product to resolve problems. With a team in motion, this company is improving how support is structured, documented, and scaled. It’s a strong fit for someone who likes solving real customer problems, learning how complex systems work, and helping shape the evolution of a support function. Summary: This role sits at the center of the customer experience. You’ll own inbound support tickets, troubleshoot technical and workflow issues, and help customers successfully use a complex SaaS platform. The environment is fast-paced, collaborative, and evolving, ideal for someone who likes problem-solving, digging into systems, and improving how support operates. If you enjoy solving technical problems, working directly with customers, and being part of a team that’s building and improving as it grows, this could be a great fit. Key Responsibilities: <ul> <li>Own and manage the inbound support queue across multiple channels</li> <li>Troubleshoot technical issues including integrations, workflows, and data syncs</li> <li>Review logs, API activity, and system behavior to identify root causes</li> <li>Triage and escalate issues to Engineering with clear documentation and context</li> <li>Support customers via email and phone, ensuring clear and timely communication</li> <li>Help identify trends and recurring issues to improve product and support processes</li> <li>Contribute to documentation and knowledge base articles</li> <li>Partner closely with Customer Success, Product, and Engineering teams</li> <li>Maintain strong SLA performance and high customer satisfaction</li> <li> </li> </ul> Qualifications (Required and Preferred): <ul> <li>2+ years in technical customer support, implementation, or SaaS support role</li> <li>Strong troubleshooting skills with an interest in systems, integrations, or APIs</li> <li>Experience with support tools (Zendesk, Intercom, Freshdesk, or similar)</li> <li>Ability to clearly communicate technical issues in a simple, customer-friendly way</li> <li>Comfortable working in a remote, fast-paced environment with high ticket volume</li> <li>Strong ownership mindset and ability to manage competing priorities</li> </ul> <ul> <li>Exposure to integrations across HR, compliance, workforce, operational, or third-party data systems</li> <li>Experience in scaling support processes or documentation</li> </ul> We are committed to a diverse and inclusive workplace. People Architect and our clients are equal opportunity employers and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Applicants for employment with any of People Architect’s clients will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. *no external agencies/3rd parties.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...