Technical Support Specialist

Suger is a revenue platform that helps our customers grow on the fastest growing B2B sales channel: the cloud marketplaces of AWS, Azure, GCP, and Alibaba. Launched in 2022, we take the tech debt out of marketplace sales by providing an API-first approach to provide a last mile solution between their existing tech stack (e.g. CRM, metering solution, ERP) and the cloud marketplaces. In just 2 years, we’ve contracted with more than 200 company customers, ranging from early-stage startups to public companies.

We are hiring Support Specialists who will manage the full ticketing process across Tier 1, Tier 2, and Tier 3 escalation. Your primary workflow will leverage Pylon (customer support ticketing) and ClickUp (engineering ticketing system).

- Receiving and triaging all inbound support requests in Pylon

- Creating, managing, and tracking Tier 3 tickets in ClickUp for Engineering

- Manage all inbound customer tickets in Pylon, ensuring accurate categorization and prioritization.

- Provide initial troubleshooting and clear, friendly customer responses.

- Resolve common issues related to:

-- AWS/Azure/GCP Marketplace setup

-- Private offer creation workflows

-- CRM sync issues (Salesforce, HubSpot)

-- Billing, usage reporting, invoice discrepancies

-- Access control, UI issues, configuration questions

- Apply predefined macros and workflows within Pylon to maintain consistency.

- Ensure SLAs for response and updates are maintained across all tickets.

- Keep documentation up to date within internal knowledge bases.

- Take ownership of escalated technical issues unable to be resolved at Tier 1.

- Reproduce issues in staging environments and gather:

-- Logs

-- Payloads

-- Screenshots

-- Steps to reproduce

- Troubleshoot deeper API, webhook, integration, or metering issues.

- Identify potential bugs or systemic issues and prepare technical notes for Tier 3 escalation.

- Reduce friction by identifying repeatable issues and updating documentation or workflows as needed.

- Escalate to Engineering when issues require backend or product-level intervention.

- You will:

-- Create clear and complete Tier 3 tickets in ClickUp, including:

-- Severity level

-- Steps to reproduce

-- Logs, API requests/responses

-- Videos/screenshots

-- Business impact assessment

- Follow up proactively with Engineering to drive resolution.

- Validate fixes in staging and confirm issue resolution before closing the Pylon ticket.

- Communicate timelines and updates back to customers and Customer Success.

- Loop in Customer Success when issues affect:

-- Key accounts or high-ARR customers

-- Private offers with deadlines

-- Co-sell opportunities

-- Marketplace listings waiting to go live

-- Revenue-sensitive workflows

- You will:

-- Provide CS with concise impact summaries and expected timelines.

-- Join customer-facing calls when an issue requires cross-team coordination.

-- Ensure alignment between Support → CS → Engineering so the customer gets a consistent experience.