AR, BO + 11 moreActiveState enables enterprise development teams to improve their security posture and increase developer productivity so they can deliver secure, working applications faster using secure open source software, which can be consumed as libraries and dependencies, secure containers, or runtimes, either directly from ActiveState’s website, portal, or command-line interfaces or via integration with other tools within our customers’ environments.
We're looking for a Junior Support Contractor to join our team and help keep our customer support operation running smoothly. You'll be the first line of defense for incoming tickets, making sure nothing falls through the cracks and every issue gets routed to the right place fast. This role is a great fit for someone early in their career who's technically curious and thrives on organization and clear communication. You'll play a direct role in shaping the customer experience and improving how our team handles support at scale.
You're someone who gets satisfaction from bringing order to chaos. Incoming tickets, ambiguous requests, and competing priorities are part of your day to day. You know how to read a support request, figure out what's actually being asked, and make sure it lands with the right person. You're not easily overwhelmed, and you follow through.
About You
You're someone who gets satisfaction from bringing order to chaos. Incoming tickets, ambiguous requests, and competing priorities are part of your day to day. You know how to read a support request, figure out what's actually being asked, and make sure it lands with the right person. You're not easily overwhelmed, and you follow through.
You have some technical background, whether from a degree, a bootcamp, or just hands-on experience tinkering. You don't need to be a seasoned engineer, but you need to be comfortable reading error messages, understanding basic software concepts, and asking smart questions when something doesn't make sense. You know that good support starts with actually understanding the problem.
Nice to Haves:
Your communication is clear, professional, and human. You write well, you know how to ask for the right information without being annoying, and you treat customers like people. This role is a great launchpad for someone who wants to grow in technical support, customer success, or operations.
Key Responsibilities
- Ticket Triage: Review and categorize incoming support tickets, assess priority and severity, and route them to the appropriate team member or queue.
- First Response: Send timely, clear, and professional initial responses to customers, acknowledging their issue and setting expectations on next steps.
- Queue Management: Monitor the support queue throughout the day to ensure tickets are moving forward and nothing is stalled or missed.
- Issue Documentation: Capture detailed notes on each ticket, including steps to reproduce, customer environment details, and any troubleshooting already attempted.
- Escalation Coordination: Identify tickets that require engineering or product involvement and escalate with full context so handoffs are seamless.
- Follow-Up: Track open tickets and proactively follow up with customers and internal team members to keep issues moving toward resolution.
- Process Improvement: Flag recurring issues or patterns in the queue and surface them to the team to inform documentation or product fixes.
- Knowledge Base Contribution: Help maintain and update internal and customer-facing support documentation based on common questions and resolved tickets.
Skills, Knowledge and Expertise
- 1-2 years of experience in a technical support, helpdesk, or customer-facing technical role
- Comfortable working with software tools, ticketing systems (e.g.,Salesforce, Jira, Freshdesk), and basic troubleshooting workflows
- Strong written communication skills with a clear, professional tone
- High attention to detail, especially when documenting issues and managing multiple tickets simultaneously
- Ability to prioritize and stay organized in a fast-moving queue environment
- Familiarity with basic software development or IT concepts (command line, logs, environment configs, etc.)vv
- Self-directed and reliable, especially in a remote/async work environment
Nice to Haves:
- Technical certifications (CompTIA, Cloud, or DevOps related).
- Degree or Diploma in Computer Science, Information Technology, or a related field.
- Hands-on experience with APIs or system integration projects.
- Prior exposure to open source software, DevSecOps, or enterprise development environments.
- Exposure to Python or other scripting languages
- Experience working in a fully remote team
Benefits
- Working for a stable and growing company that offers the environment and personal growth potential of a start-up as well as the stability of a business with established revenue.
- The chance to work with a smart, enthusiastic team of people.
- The chance to work on a project that will change the work lives of developers around the world, including your own!
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