1.Technical Support and Problem Solving

• Respond to customer technical issues through multiple channels such as tickets, emails, real-time chat, and phone calls, and provide efficient solutions.
• Conduct in-depth analysis of system logs, API errors, and integration issues to identify root causes and guide customers in resolving them.

2.Cross-Team Collaboration

• Work closely with product and engineering teams to provide feedback on customer pain points and drive functional optimization and bug fixes.
• Participate in knowledge base development by writing technical documentation, tutorials, and FAQs to enhance customers' self-service capabilities.

3.Customer Success Driven

• Proactively identify customer needs and provide customized technical recommendations to increase product usage and satisfaction.
• Regularly compile customer feedback to provide data support for the product roadmap.

4.Continuous Learning and Growth

• Keep up with new features of HubSpot and Intercom and industry trends, and enhance professional skills through internal certifications (such as HubSpot Academy).
• Assist in training new employees and share technical experience and best practices.

• Bachelor's degree or above in Computer Science, Information Technology, or related fields (exceptions may be made for candidates with excellent experience).
• Over 2 years of experience in SaaS technical support, with preference for those familiar with CRM and marketing automation tools. Candidates with 1 year of in-depth experience using HubSpot or Intercom are preferred.

Technical Skills

• Proficient in the core functions of HubSpot or Intercom:
• HubSpot: workflows, CMS HUB, SEO tools, REST API debugging.
• Intercom: message routing rules, chatbot building, data dashboard configuration, GraphQL API calls.
• Familiar with common integration tools: Zapier/Make.com, custom webhook development, and JSON/XML data processing.
• Preference for candidates with scripting capabilities (Python/JavaScript) to automate repetitive tasks (such as bulk data repair).