Provide high-level technical support to internal teams and external users in a fast-paced, global environment.
About CrewBloom
CrewBloom connects top talent with innovative companies worldwide. We specialize in building inclusive, growth-oriented remote teams where professionals thrive while delivering critical support and expertise.
Schedule
- Remote role supporting 24×5 operations (potential transition to 24×7 in future)
- Flexible schedule with structured ticket-based workflow
- Reliable internet and backup systems required
What You’ll Do
- Manage complex Tier 3 support tickets from internal employees and external customers (professors, students, researchers, librarians, etc.)
- Gather detailed debugging steps, reproduce issues when possible, and route tickets to specialized teams with full documentation
- Remain the main point of contact for ticket reporters, ensuring timely and professional communication
- Troubleshoot web-related issues (login failures, SSO errors, proxy problems, subscription access issues, reporting bugs)
- Support onboarding/offboarding requests, equipment issues, finance inquiries, and platform configuration changes
- Maintain knowledge base articles in Confluence and update Jira ticketing workflows
- Use Salesforce and HubSpot for record searches and updates when required
- Apply standard web debugging skills using HTML, CSS, JavaScript, XML, JSON, and browser console logs
- Communicate effectively across technical and non-technical audiences while protecting sensitive internal discussions
What You Need
- Excellent English communication skills (written focus)
- Experience handling Tier 2/3 support or advanced troubleshooting in SaaS or IT environments
- Strong knowledge of Jira (ticket management) and Confluence (documentation)
- Familiarity with Salesforce and HubSpot
- Solid understanding of web technologies: HTML, CSS, JavaScript, HTTPS vs HTTP, IP addresses, domains, firewalls, proxies, and SSO basics
- Ability to use debugging tools (browser console, logs) and analyze web issues
- Familiarity with XML/JSON formats is highly helpful
- Strong resourcefulness, problem-solving skills, and attention to detail
Benefits
- Fully remote with flexible schedule
- Inclusive, collaborative, and growth-focused culture
- Opportunities to work with global teams and advanced technology platforms
- Career growth potential in IT support and SaaS environments
- Work-life balance with no commuting stress
Take on a critical role where your expertise ensures smooth operations and customer satisfaction.
Your troubleshooting skills can make the difference in keeping systems reliable and secure.
Happy Hunting,
~Two Chicks…