Customer Support Specialist, SaaS

Job overview

The Customer Support Specialist role is onsite five days per week in San Francisco, CA, with compensation of $90,000–$120,000 per year plus comprehensive benefits. The role supports a fast-growing, AI-driven SaaS company. The specialist manages a high-volume support queue, investigates technical issues, and coordinates with Engineering and Product to resolve customer problems. The work helps deliver a clear, reliable customer experience while improving support processes and documentation.

What you'll do

• Manage approximately 20–40 customer support tickets daily
• troubleshoot product issues, workflows, integrations, configurations, and technical bugs
• investigate and reproduce issues using internal tools, logs, and AI-powered resources
• communicate with customers by email and Slack
• collaborate with Engineering and Product
• prioritize urgent requests
• improve support processes, documentation, and automation.

What we're looking for

Skills & competencies

customer support specialist

saas support

technical troubleshooting

customer tickets

20–40 tickets daily

zendesk

intercom

engineering collaboration

onsite 5 days/week

san francisco ca

$90k–$120k/year

atr

Work arrangement

• Weekend coverage required

Benefits & perks

• Rich, comprehensive benefits
• specific benefit details are not listed.

Why this role

Onsite five days per week; experience with ticketing platforms such as Zendesk, Intercom, Pylon, Jira, or Freshdesk is sought.

About the employer

ATR is hiring for this role. Industry: Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services. Sector: 51.