Junior Support Coordinator

A multidisciplinary technology group builds SaaS products for finance, healthcare, 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.  

Nice-to-Have Extras  

- Exposure to monitoring tools such as Datadog, Splunk, or Grafana.  

- Basic command-line skills in Linux or Windows.  

- Understanding of REST APIs and JSON payloads.  

- Experience supporting SaaS or cloud-native applications (AWS, Azure, GCP).  

- Knowledge of SQL for simple data queries.  

Why You Will Grow Here  

– Remote-first culture enables flexibility and work-life harmony.  

– Clear advancement track: Junior → Support Analyst → Senior Coordinator.  

– Annual education stipend for certifications (CompTIA, ITIL, AWS Cloud Practitioner).  

– Inclusive environment that celebrates diverse perspectives.