Technical Customer Support Representative (Coupler.io)

Remote work

Fixed Schedule

Full time

We’re looking for an enthusiastic, curious, and analytical Customer Support Representative to join our team and support Coupler.io - a data integration platform that helps businesses automatically collect data from multiple sources and turn it into clear, reliable reports.

In this role, you’ll work with customers who use Coupler.io to build dashboards and analyze data from marketing, sales, and other tools. You’ll investigate issues by exploring data setups, reproducing problems, and finding root causes, while helping users understand their data and use the product effectively. This role is a good fit for someone who enjoys working with data, asking “why,” and digging deeper rather than applying quick fixes.

*This is a remote position with a fixed schedule. Please apply only if you’re ready to commit to this schedule.

5 pm — 1 am UTC, with regular weekends on Saturday and Sunday.

Please note: once every two weeks, you’ll be scheduled to work on a Saturday or Sunday as part of a rotating shift.

If this sounds like a good fit, we’d love to receive your CV!

Join

Railsware!

Your Responsibilities

Analyze, diagnose, and resolve customer requests in a timely manner via email
Provide hands-on support and troubleshooting by handling technical customer queries, debugging issues, and guiding users through setup
Independently investigate issues by reproducing problems and identifying root causes
Engage proactively with customers by assisting with onboarding, user adoption, and retention strategies to ensure they get the most value from the product
Log, track, and document all issues clearly and accurately
Prioritize and manage multiple support cases simultaneously
Collaborate with Product and QA teams to clarify product behavior and suggest workarounds or improvements
Contribute to improving support processes and maintaining help center documentation
Take part in support calls occasionally

Requirements

2+ years of experience in technical/product support for a SaaS product
Advanced English skills, both written and spoken
Strong interest in working with data, analytics, and data-driven workflows
Excellent analytical thinking with the ability to investigate issues, reproduce problems, and identify root causes
Curiosity and persistence to dive deeper into complex cases rather than relying on surface-level fixes
Experience with support ticketing systems (e.g. Help Scout, Zendesk, or similar)
Strong prioritization and multitasking skills in a fast-paced environment
High attention to detail and accuracy
Service-oriented mindset with a proactive approach to helping customers succeed
Flexibility and willingness to quickly learn new tools, products, and data concepts
Clear communication skills and ability to collaborate effectively with cross-functional teams

Will be a plus

Bachelor’s or Master’s degree in a tech field
Knowledge of data analytics and reporting tools, such as Google Sheets, Looker Studio, Power BI, or other BI tools
Background in working with data or analytics-related roles
Experience using billing systems, ex. Stripe, CRM systems
Familiarity with Coupler.io or similar platforms

Competitive compensation

Let's face it: in a late capitalistic world, getting paid well certainly doesn't hurt.
Growth opportunities

Outline your growth and development plan, expand your skills, knowledge, and career horizons in a supportive and innovative environment.
Remote and flexible schedule

Railswarians live in more than 25 countries with different time zones. All of them are free to choose their most productive work time and place.
Smart Expense policy

There's an additional sum allocated to help you set up your workstation, improve your health, and learn whatever you want and how you want. No. Questions. Asked.
Secure hardware and equipment

Your productivity is our priority. Once you join Railsware, you’ll get secure equipment of your choice.
34 Paid days off

Railswarians rest 24 days per year + 10 days to cover your national holidays.
Regular online and offline gatherings

We frequently meet online and offline to get acquainted, collaborate, build a network, and have fun together.