Customer Support Technician
SewerAI Corporation · Full-time · Posted 2w ago
About SewerAI Corporation
SewerAI is transforming underground infrastructure management through AI-powered inspection and risk analysis. Our platform helps contractors, engineering firms, and utilities unlock valuable insights from sewer inspection data—turning hours of manual video review into actionable intelligence in minutes. After doubling our customer base over the past year, we’re now entering an exciting phase of accelerated growth.
About the Role
The Customer Support Technician is a technical support role responsible for assisting customers with day-to-day use of SewerAI’s SaaS platforms, PIONEER and AutoCode. This role focuses on resolving common technical issues, answering product usage questions, and ensuring customers receive timely, accurate support.
As part of the Customer Enablement organization, this role works closely with Support, Product, Engineering, and Professional Services teams to triage issues, follow established troubleshooting processes, and escalate more complex problems with clear documentation and context.
The ideal candidate is detail-oriented, curious, and comfortable communicating with customers while learning new technical systems.
Key Responsibilities
Technical & Product Support
Respond to customer support requests via Pylon, Slack, in-app chat, and email.
Diagnose and resolve common, documented issues related to:
User access and permissions
Platform usage and workflows
Data visibility or expected system outputs
Follow established troubleshooting guides and support playbooks.
Clearly communicate findings, next steps, and resolutions to customers.
Issue Triage & Escalation
Accurately classify and document incoming support requests.
Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available.
Track escalated issues and communicate status updates back to customers.
Knowledge & Process Contribution
Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.
Identify recurring issues and flag documentation or process gaps to the team.
Maintain clean, well-documented tickets that support efficient collaboration.
Customer Experience & Support Operations
Meet defined first response time (FRT) and resolution SLAs.
Deliver professional, clear, and customer-focused support interactions.
Support overall team goals for customer satisfaction and ticket backlog health.
Qualifications & Skills
Required
2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.
Strong written communication skills and attention to detail.
Comfort working in ticketing systems and real-time support environments.
Ability to learn technical products, workflows, and tools quickly.
Preferred
Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar.
Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows.
Exposure to SaaS products serving operational or technical users.
2-4 years of experience in the Underground Infrastructure Industry
Key Performance Metrics
First Response Time (FRT): Timely responses across all support channels.
Resolution Effectiveness: Successful resolution of Tier 1 issues using documented processes.
Ticket Quality: Accurate categorization, documentation, and escalation.
Customer Satisfaction (CSAT): Clear, helpful, and professional support interactions.
Compensation & Benefits
Base Salary: $85,000 + $10,000 Variable
Up to $120,000 OTE
Benefits include:
Medical, Dental, Vision, Basic Life, 401(k), and more
Unlimited PTO
Tools and resources to support success
Competitive compensation with high-growth potential
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SewerAI is proud to be an Equal Opportunity Employer. We are committed to providing a workplace free from discrimination or harassment on the basis of age, disability, sex, race, religion or belief, gender reassignment, marriage/civil partnership, pregnancy/maternity, or sexual orientation. All your information will be kept confidential according to EEO guidelines.
Netherlands
South Africa