When something in Dozz doesn't behave the way a customer expects — a QR scan that won't check an asset in, a booking that looks wrong, an invoice question — this role is who they reach, and who actually works out why.
What you'll do
- Own the support ticket queue from first reply to resolution
- Diagnose real product issues before escalating — tell the difference between "this is how it works," "this is a misunderstanding," and "this is actually a bug," and back that judgement up
- Keep the in-app Guide (the self-hosted knowledge base every tenant can open from their dashboard) accurate and useful as the product changes
- Handle billing and account questions — trial status, invoices, plan changes — alongside product questions
- Close the loop with engineering on anything that keeps recurring, so the same ticket doesn't show up every week
What we're looking for
- Patient, precise written communication — most support here happens in writing, and clarity matters more than speed
- Comfortable actually getting hands-on in the product to reproduce an issue, not just following a script
- Can build a clear case for "this is a real bug" rather than just passing along a complaint
Nice to have
- Prior SaaS support experience
- Basic comfort reading logs or running a simple SQL query to check what actually happened
Remote, full-time. Use the Apply button below to send your CV and a short note on how you've handled a tricky support case before.