Customer Support Technician
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Job Description
Key Skills Required
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The Customer Support Technician is a technical support role responsible for assisting customers with day-to-day use of SewerAI’s SaaS platforms, PIONEER and AutoCode. This role focuses on resolving common technical issues, answering product usage questions, and ensuring customers receive timely, accurate support.
As part of the Customer Enablement organization, this role works closely with Support, Product, Engineering, and Professional Services teams to triage issues, follow established troubleshooting processes, and escalate more complex problems with clear documentation and context.
The ideal candidate is detail-oriented, curious, and comfortable communicating with customers while learning new technical systems.
Key Responsibilities
Technical & Product Support
- Respond to customer support requests via Pylon, Slack, in-app chat, and email.
- Diagnose and resolve common, documented issues related to:
- User access and permissions
- Platform usage and workflows
- Data visibility or expected system outputs
- Follow established troubleshooting guides and support playbooks.
- Clearly communicate findings, next steps, and resolutions to customers.
Issue Triage & Escalation
- Accurately classify and document incoming support requests.
- Escalate issues to Engineering, Product, or Professional Services with clear summaries, relevant context, and reproduction details when available.
- Track escalated issues and communicate status updates back to customers.
Knowledge & Process Contribution
- Use and contribute to internal and customer-facing documentation, including FAQs and troubleshooting guides.
- Identify recurring issues and flag documentation or process gaps to the team.
- Maintain clean, well-documented tickets that support efficient collaboration.
Customer Experience & Support Operations
- Meet defined first response time (FRT) and resolution SLAs.
- Deliver professional, clear, and customer-focused support interactions.
- Support overall team goals for customer satisfaction and ticket backlog health.
Qualifications & Skills
Required
- 2–4 years of experience in technical support, SaaS support, IT helpdesk, or a related role.
- Strong written communication skills and attention to detail.
- Comfort working in ticketing systems and real-time support environments.
- Ability to learn technical products, workflows, and tools quickly.
Preferred
- Experience with ticketing platforms such as Pylon, Zendesk, Linear, or similar.
- Basic familiarity with software troubleshooting, data concepts, APIs, or technical workflows.
- Exposure to SaaS products serving operational or technical users.
- 2–4 years of experience in the Underground Infrastructure Industry.
Key Performance Metrics
- First Response Time (FRT): Timely responses across all support channels.
- Resolution Effectiveness: Successful resolution of Tier 1 issues using documented processes.
- Ticket Quality: Accurate categorization, documentation, and escalation.
- Customer Satisfaction (CSAT): Clear, helpful, and professional support interactions.
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SewerAI
View Company ProfileSewerAI (operating under sewerai.com, legally SewerAI Corporation) is the premier, enterprise-grade AI-driven wastewater infrastructure management platform, underground pipeline computer vision pioneer, and municipal asset orchestration powerhouse engineered to act as the definitive, cloud-native defect detection, automated NASSCO coding, and predictive capital planning layer for public works departments, civil engineering firms, and utility contractors across North America. Co-founded in 2019 by veteran utility engineering innovators Matt Rosenthal (Co-CEO) and Billy Gilmartin (Co-CEO), the company completely eliminates the severe systemic friction of modern underground municipal infrastructure maintenance—where cities suffer from a multi-trillion-dollar infrastructure backlog, field crews wrestle with highly subjective, error-prone manual CCTV video assessments, and engineering teams face a broken data handoff chain that delays critical pipe rehabilitation decisions—by deploying its proprietary \"PIONEER\" cloud inspection matrix. Moving far beyond traditional, passive physical pipe inspection tools or rigid localized GIS databases, SewerAI natively unifies high-performance cloud video ingestion, automated machine-learning-driven defect tagging (AutoCode), real-time NASSCO PACP/LACP/MACP standard alignment, and its specialized Risk & Rehab analytics solutions into a single high-availability predictive maintenance ecosystem. Serving as a mission-critical utility for hundreds of major municipalities and elite contractors—including the cities of Houston, San Francisco, and Phoenix—the platform slashes years out of standard capital planning processes while tripling daily field inspection productivity. Validating its massive technological efficacy and market-shaping growth trajectory, the high-growth deeptech enterprise completed a monumental strategic Series B expansion investment round in June 2026 led by growth equity powerhouse JMI Equity, with continuation from Innovius Capital, Epic Ventures, Bentley iTwin Ventures, and Suffolk Technologies, bringing its total institutional financing base to $24.5 million. Under the hood, its technology core utilizes advanced computer vision neural networks trained on millions of feet of underground pipeline footage, automated multi-layered metadata tag distribution frameworks, and secure, SOC 2 Type II-certified data pipelines optimized to convert raw camera inspections into funding-ready asset rehabilitation prioritizations with absolute statistical correctness. What sets SewerAI apart is its uncompromising dedication to replacing fragmented, low-signal underground line reviews with absolute municipal asset predictability, machine-learning accuracy, and accessible cloud collaborative models; by bridging the gap between performance-intensive pipeline data analytics and immediate public safety infrastructure choices, the company remains a definitive cornerstone of modern algorithmic GovTech and global smart utility transformation.
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