Technical Support Representative

Ademero, Inc. is hiring a Technical Support Representative to help customers when issues are unclear, urgent, or hard to reproduce. In this remote role, you will investigate software problems, troubleshoot them with a methodical approach, and coordinate with product and engineering to move cases toward resolution while improving the overall customer experience.

You will speak with customers by phone, email, and remote session, gather the right technical details, and turn what you learn into clear reports and reusable knowledge for the whole team.

What you’ll do

• Support customers directly via phone, email, and remote sessions to understand what they are seeing and help them get unstuck.
• Ask thoughtful questions and collect screenshots, logs, and context needed to understand the issue.
• Reproduce and troubleshoot software issues step by step so the team can act on your findings.
• Provide clear, reassuring status updates, especially when resolution takes time.
• Coordinate with product and engineering when deeper investigation is required.
• Create a clear internal report including useful steps, evidence, and customer context.
• Identify recurring questions and friction, then share practical ideas to improve the product, documentation, or support process.
• Document solutions and contribute to a knowledge base so the team can respond faster over time.

What you bring

• Curiosity and patience when the answer is not immediately obvious.
• Strong customer communication, including comfort talking with people on the phone.
• Ability to ask good questions, listen closely, and explain technical information clearly.
• Strong follow-up habits, including organized case notes and managing multiple issues at once.
• A systematic troubleshooting mindset and interest in learning how software works.
• Clear writing that helps others use instructions and case histories.
• Customer empathy and a drive to improve the product experience over time.
• Comfort taking ownership and working independently within a remote team.

Benefits

• Health insurance and HSA options.
• Dental insurance.
• Vision insurance.
• Paid time off.
• Parental leave and generous paid parental leave.
• A flexible, fully remote work environment.
• Hands-on AI training with a team that uses these tools extensively.
• A supportive team with zero stuffiness.
• Recognition, team-building, and discounted tech gear.
• The opportunity to influence product and documentation improvements based on what you learn from customers.
• Time to build real product and troubleshooting expertise across a wide variety of problems.

Additional details

• Access to the latest AI tech, with time to experiment.
• Low-BS culture with minimal meetings, no micromanagement, and no politics.
• Modern technology and tools designed to keep your skills sharp.
• A culture focused on learning, sharing, and staying ahead together.

Location and pay

• Work location: Remote
• Salary: USD 35,000 - 60,000 per year (pay range: $35,000.00 - $60,000.00 per year)