Customer Service, Technical Developer | REMOTE

Job Title: Customer Service, Technical Developer

Remote, Full-time, Mon-Fri

Apply here: https://operationsarmy.com/application

Role Overview

The Customer Service, Technical Developer operates as a Tier 2 escalation function within Customer Support, responsible for diagnosing, reproducing, and resolving complex technical issues across integrations and systems. This role works at the intersection of support, product, and engineering, owning advanced troubleshooting, root-cause analysis, and cross-functional issue resolution.

You will act as a technical escalation point for Tier 1 support and post-sales teams, ensuring customer-impacting issues are triaged quickly, documented clearly, and routed appropriately.

This position is ideal for highly technical, detail-oriented individuals comfortable debugging APIs, integrations, and data pipelines in a fast-moving SaaS environment.

Key Responsibilities

Tier-2 Escalations

• Triage and resolve complex technical issues escalated from Tier 1 and post-sales teams
• Reproduce bugs, isolate root causes, and determine if issues are configuration, data, integration, or platform-related
• Provide clear interim updates and technical summaries for customer-facing teams

Debug Integrations and Data Flows

• Investigate issues across integrations (e.g., CRM sync, data pipelines, email infrastructure, browser extensions)
• Validate API calls, troubleshoot configurations, webhook activity, and data transformations

• Partner with engineering to confirm expected vs. actual system behavior

Incident & Bug Management

• Create structured bug reports with reproducible steps, logs, and impact assessment

• Classify severity and coordinate resolution with engineering

• Track issues through resolution and communicate status to stakeholders

Operational Tooling & Documentation

• Build and maintain troubleshooting guides, internal runbooks, and knowledge base

• Document known issues, workarounds, and diagnostic steps

• Improve internal escalation workflows

Product Feedback Loop & Process Improvement

• Identify recurring failure points or friction in systems

• Translate patterns into actionable product insights

• Partner with product and engineering on preventative improvements

• Optimize support workflows, tagging, and escalation paths

• Contribute to SLA adherence and resolution metrics

What You'll Need

Experience

• 3-5 years in technical support, solutions engineering, or operations in a SaaS environment

• Experience troubleshooting APIs, integrations, or data pipelines

• Strong debugging skills across logs, system behavior, and configuration layers

• Experience writing technical documentation and internal runbooks

• Familiarity with support platforms (Zendesk, Intercom, Pylon, etc.)

• Experience collaborating with engineering and product teams

Technical Skills

• Analytical troubleshooting and root-cause analysis

• Comfortable reading logs, API responses, and system data

• Proficiency with spreadsheets and basic SQL

• Understanding of SaaS architectures, integrations, and sync behavior

• Ability to distinguish user error vs. system defect vs. configuration issue

Core Competencies

• Clear, technical written communication

• Structured problem solving and documentation

• Strong prioritization across multiple escalations

• Ability to translate technical findings into customer-friendly explanations

• Systems thinking and process improvement mindset