Technical Customer Support - Email Deliverability SaaS (Remote, Worldwide)

A remote SaaS company building cold-email outreach and email-deliverability software is hiring a technical customer support person with an owner's mentality. There is no first or second line here - you are the first and last person customers talk to. You own support end to end, find the real root cause when something breaks, and feed product insights straight to the founder. What you'll do - Own customer support for the core product and its deliverability add-on across a help desk and support dashboard - Solve customer problems and dig for the true root cause, not just the quick fix - Troubleshoot alongside engineering using tools like Sidekiq, GitHub, MxToolbox and Postmark - Lead the weekly team meeting and keep KPIs and priorities up to date in the team's ops tool - Work directly with the founder and lead developer, sharing what you learn from customers What we're looking for - A warm, positive, relatable communicator in writing and on calls; clear and concise with the team - Able to work with minimal instructions and prioritise well without hand-holding - Comfortable on video (Zoom, Meet, Loom) and live calls - Low ego, growth mindset, resourceful, with a constant sense of urgency - Working knowledge of email deliverability is a plus (warmup, DNS, inbox rotation, DKIM, SPF, Outlook/Gmail setup) - but can be taught - Comfort with agency setups (workspaces, guest seats, inbox purchases) and light data skills (pulling numbers from a help desk) How it works - Ongoing full-time remote role on a team spread across time zones - Hours overlap US East Coast and the UK, where most customers are - Listing band is $25,000-$48,999/year; actual rate depends on experience - Apply through iince. We review every application and, when you're a good fit, we introduce you directly to the company.