Implementation & Support Technician

This is a full-time remote role, ideal for someone who enjoys solving problems, learning independently, communicating with customers, and working closely with a small, collaborative team. This position offers a possible growth path into an Account Manager role for the right candidate.

About the Role

As an Implementation & Support Technician, you will help new and existing customers successfully use our software. You will be involved in onboarding, configuration, troubleshooting, customer support, and internal coordination with the product and operations teams.

You do not need to know everything from day one, but you must be comfortable learning new tools, asking good questions, researching independently, and explaining solutions clearly.

Responsibilities

• Assist customers with software setup, onboarding, and implementation.
• Provide day-to-day technical and product support.
• Troubleshoot customer issues and escalate when needed.
• Communicate clearly with customers by email, calls, or online meetings.
• Document issues, solutions, and customer feedback.
• Work closely with internal team members to improve customer experience.
• Learn the product deeply and keep up with new features and changes.
• Support account-related conversations as your knowledge grows.

Requirements

• Excellent written and verbal communication skills.
• Strong ability to learn independently and solve problems.
• Customer-focused attitude with patience and professionalism.
• Ability to explain technical topics in a simple, clear way.
• Organized, reliable, and able to manage and prioritize tasks without constant supervision.
• Experience in SaaS, technical support, implementation, customer service, or account management is an advantage.

Nice to Have

• Previous experience supporting business software or SaaS products.
• Experience with customer onboarding or implementation projects.
• Basic understanding of software workflows, integrations, databases, or APIs.
• Interest in growing into an Account Manager or customer success role.

What We Offer

• Full-time remote work from home.
• Opportunity to grow with a small SaaS company.
• Hands-on experience across support, implementation, and customer success.
• Possible promotion path to Account Manager.
• A collaborative team environment where initiative and learning are valued.
• Benefits package

Ideal Candidate

The ideal candidate is curious, dependable, and communicates well with both customers and teammates. You are comfortable figuring things out, learning new systems, and helping customers succeed. You take ownership of your work and enjoy being part of a small team where your contribution matters.

To apply, please send your resume and a short note explaining why you would be a good fit for this role.