SewerAI · 1 day ago
Customer Support Technician II
United States
Full-time
Remote
Entry, Mid Level
$82K/yr - $93K/yr
2+ years expSewerAI Corporation is transforming underground infrastructure management through AI-powered inspection and risk analysis. The Customer Support Technician II is an entry-level role focused on assisting customers with SewerAI’s SaaS platforms, resolving technical issues, and ensuring timely support. The position involves collaboration with various teams to triage and escalate issues while maintaining clear communication with customers.
Artificial Intelligence (AI)InfrastructureMachine LearningSoftware
Responsibilities
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
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
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
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
Qualification
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, Jira, 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
Benefits
Medical, Dental, Vision, Basic Life, 401(k), and more
Unlimited PTO
Tools you need to get the job done
Competitive salary and potential equity-based remuneration
Budget for courses, books, conferences—your development is important to us
Company
SewerAI
SewerAI is transforming the way utilities maintain & rehab their underground infrastructure.
51-200 employees
H1B Sponsorship
SewerAI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
2021 (1)
Funding
Current Stage
Growth StageTotal Funding
$18.5MKey Investors
Innovius CapitalBentley iTwin Ventures
2024-06-18Series B· $15M
2021-10-22Series Unknown· $1.5M
2020-08-04Seed· $2M
Leadership Team
Matthew Rosenthal
CEO / Co-Founder
Billy Gilmartin
CRO & Co-Founder
Recent News
2024-06-04
Bishop Ranch Intelligence Innovation Accelerator
2023-11-21
Company data provided by crunchbase