Technical Customer Support Specialist
QaseHey there!
Qase is a modern, all-in-one test-management platform used by QA engineers to ship better software, faster. Customers love us for two things: our clean product and a support experience that consistently scores 95% CSAT and 4.7/5 on G2 (https://www.g2.com/products/qase/reviews). To keep that bar high and be ready for any increase in volumes, we’re adding a Technical Customer Support Specialist to the team.
You’ll own frontline conversations, spot patterns, and have the freedom to fix what’s broken without a five-layer approval chain. (For example, one of our reps produced a library of FAQ articles, cutting average chat handle time by 15%.)
WHAT YOU’LL ACTUALLY BE DOING
HANDLE INBOUND
- Resolve about 20-30 chats per day in Intercom; escalate bugs to the Engineering team and capture improvement or feature requests from customers.
- When required, hop on Zoom/Meet calls (approx. 3–5 a week) when “show-and-tell” beats back-and-forth typing.
- Keep our enterprise customers smiling with quick, thorough, empathetic responses.
CONTENT & COMMUNITY
- Expand our public knowledge base (https://help.qase.io) and occasionally contribute to our blog (https://qase.io/blog)
- Occasionally, engage on our public roadmap (https://qase.canny.io/), G2, and other communication channels as the friendly face of Qase.
BE AN INTERNAL LIAISON
- Distill customer feedback into clear Jira tickets and Canny posts so Product knows what to tackle next; focusing on what matters amid the noise is something we value.
- Be a product expert and work with Sales to answer questions and assist their efforts.
- Handle tricky escalations with grace; de-escalate tense conversations before they turn into fire drills :)
QUALIFICATIONS
MUST-HAVES
- 2+ years in B2B SaaS customer support (L1/L2).
- C1-level written and spoken English.
- Pro at root-cause discovery — separate what users say from what’s actually wrong.
- Good judgment when the playbook runs out.
- Curiosity for how things work; you enjoy digging into a customer’s setup.
- Able to operate autonomously; no one will constantly watch over your shoulder.
- Quickly learn a new tool/software.
- Calm, diplomatic communicator, especially when conversations get heated.
- You value detail and are not sloppy.
- Hands-on with tools like: Canny, Jira, Notion, Intercom (or equivalents).
NICE-TO-HAVES
- Basic comfort with REST APIs, browser dev-tools.
- Hands-on background in technical troubleshooting is a strong advantage — you’ll regularly dive into unfamiliar tools and customer environments, separate know
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