Software Support Specialist

About the role

We are looking for a Software Support Specialist to help customers successfully use our B2B SaaS products, answer product questions, troubleshoot issues, and collaborate with internal teams.

Key responsibilities

• Respond to customer questions about CerebriOS software products
• Guide users through product features, settings, and workflows
• Troubleshoot common software and account‑related issues
• Help customers identify and resolve basic configuration problems
• Investigate reported issues and determine appropriate next steps
• Document support requests, troubleshooting steps, and resolutions
• Escalate more complex issues to Application Support, Product, or Engineering teams
• Follow up with customers to ensure issues are resolved
• Create and update product guides, FAQs, and support documentation
• Identify recurring questions or issues and share feedback with internal teams
• Help customers understand product updates and new features

Required profile

• 1+ year of experience in software support, customer support, technical support, or a similar role
• Strong problem‑solving and troubleshooting skills
• Comfortable learning new software products and technologies
• Strong written and verbal English communication skills
• Ability to explain technical information clearly to non‑technical users
• Patient, customer‑focused approach
• Strong attention to detail and follow‑through
• Comfortable working independently in a remote environment

What we offer

• Salary range $50,000–$65,000 annually
• Remote‑first working environment with professional development opportunities
• Benefits package designed to support the team