Customer Support Technician

About SewerAI Corporation

SewerAI is transforming underground infrastructure management through AI-powered inspection and risk analysis. Our platform helps contractors, engineering firms, and utilities unlock valuable insights from sewer inspection data—turning hours of manual video review into actionable intelligence in minutes. After doubling our customer base over the past year, we’re now entering an exciting phase of accelerated growth.

About the Role

The Customer Support Technician is a technical support role responsible for assisting customers with day-to-day use of SewerAI’s SaaS platforms, PIONEER and AutoCode

. This role focuses on resolving common technical issues, answering product usage questions, and ensuring customers receive timely, accurate support.

As part of the Customer Enablement organization, this role works closely with Support, Product, Engineering, and Professional Services teams to triage issues, follow established troubleshooting processes, and escalate more complex problems with clear documentation and context.

The ideal candidate is detail-oriented, curious, and comfortable communicating with customers while learning new technical systems.

Key Responsibilities

• Technical & Product Support
• Respond to customer support requests via
• Pylon, Slack, in-app chat, and email.
• Diagnose and resolve common, documented issues related to: User access and permissions
• Platform usage and workflows
• Data visibility or expected system outputs
• Follow established troubleshooting guides and support playbooks.
• Clearly communicate findings, next steps, and resolutions to customers.
• Issue Triage & Escalation
• Accurately classify and document incoming support requests.
• Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available.
• Track escalated issues and communicate status updates back to customers.
• Knowledge & Process Contribution
• Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.
• Identify recurring issues and flag documentation or process gaps to the team.
• Maintain clean, well-documented tickets that support efficient collaboration.
• Customer Experience & Support Operations
• Meet defined first response time (FRT) and resolution SLAs.
• Deliver professional, clear, and customer-focused support interactions.
• Support overall team goals for customer satisfaction and ticket backlog health.

Qualifications & Skills

• Required
• 2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.
• Strong written communication skills and attention to detail.
• Comfort working in ticketing systems and real-time support environments.
• Ability to learn technical products, workflows, and tools quickly.
• Preferred
• Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar.
• Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows.
• Exposure to SaaS products serving operational or technical users.
• 2-4 years of experience in the Underground Infrastructure Industry
• Key Performance Metrics
• First Response Time (FRT): Timely responses across all support channels.
• Resolution Effectiveness: Successful resolution of Tier 1 issues using documented processes.
• Ticket Quality: Accurate categorization, documentation, and escalation.
• Customer Satisfaction (CSAT): Clear, helpful, and professional support interactions.