Provides L2 technical support for a B2B SaaS platform by investigating escalated issues, reproducing problems, shipping bug fixes, and supporting L1 representatives. The role partners with Engineering, Product, Customer Success, and senior engineers, identifies recurring issues, improves visibility through metrics, documents findings, and writes knowledge-base content. The position works remotely on a 3 PM–11 PM ET weekday shift with alternating Saturday on-call coverage.

Own a portfolio of B2B SaaS customers from onboarding through adoption, retention, renewal, and expansion. Monitor product usage and customer health, identify churn risks, drive measurable value, and partner with Sales, Product, and technical teams. The role also supports scalable customer success processes, reporting, playbooks, and automation in a fast-growing startup environment.