Junior Support Coordinator

A multidisciplinary technology group builds SaaS products for finance and retail clients nationwide. The lean Support division safeguards customer experience across cloud platforms, web apps, and mobile services. You will join a diverse, fully remote crew that values knowledge sharing, continuous improvement, and measurable impact.

What You’ll Do  

- Triage incoming tickets in Jira Service Management and ServiceNow, ensuring accurate routing and priority assignment.  

- Document symptoms, steps to reproduce, and temporary workarounds in Confluence—maintaining a single source of truth.  

- Escalate complex incidents to Engineers after verifying logs, metrics, and error traces.  

- Track SLAs, KPIs, and CSAT scores; surface trends to the Support Lead every sprint.  

- Communicate status updates to stakeholders via Slack, Zoom, and email—translating technical jargon into plain language.  

- Contribute to runbooks, self-service FAQs, and knowledge-base articles that reduce mean time to resolution.  

- Collaborate with QA and DevOps to validate post-release fixes in staging and production.  

- Learn automation scripts (PowerShell, Bash) that close repetitive tasks and boost response speed.  

- Participate in on-call rotation once you are comfortable with processes.  

Must-Have Skills  

- Bachelor’s degree in Computer Science, Information Systems, or related field.  

- Familiarity with ticketing platforms (Zendesk, Jira, ServiceNow).  

- Fundamental grasp of ITIL concepts, incident and problem management.  

- Ability to read application logs and interpret HTTP status codes.  

- Confident written and verbal communication; audience-aware tone.  

- Meticulous attention to detail paired with solid time-management habits.  

- Authorization to work in the United States.