Traction Ag · 1 day ago
Sr. Customer Support Rep
United States
Full-time
Remote
Senior LevelTraction Ag is on a mission to help farmers simplify the business of farming through cloud-based software. As a Senior Customer Support Representative, you will resolve complex customer issues, improve support processes, and mentor newer team members while collaborating with cross-functional teams.
AgTechFarmingSoftware
Responsibilities
Handle advanced support cases
Resolve complex or high-impact customer issues
Serve as an escalation point for frontline support reps
Troubleshoot across products, data, and integrations
Identify patterns in tickets and recommend process improvements
Help refine macros, automations, workflows, and categories
Contribute regularly to the help center and internal knowledge base content
Identify opportunities to leverage AI tools and automation to improve support workflows, response times, and customer experience
Coach and support newer reps through informal mentoring or QA feedback
Share best practices for troubleshooting and customer communication
Assist with onboarding and ramping new hires
Work closely with Product and Engineering on bug triage and root cause analysis
Provide clear, actionable feedback based on real customer pain points
Support Customer Success and Sales on technical or product-related questions
Consistently deliver calm, confident, and empathetic support
Set the bar for quality, tone, and clarity in customer interactions
Qualification
Required
Handle advanced support cases
Resolve complex or high-impact customer issues
Serve as an escalation point for frontline support reps
Troubleshoot across products, data, and integrations
Identify patterns in tickets and recommend process improvements
Help refine macros, automations, workflows, and categories
Contribute regularly to the help center and internal knowledge base content
Identify opportunities to leverage AI tools and automation to improve support workflows, response times, and customer experience
Coach and support newer reps through informal mentoring or QA feedback
Share best practices for troubleshooting and customer communication
Assist with onboarding and ramping new hires
Work closely with Product and Engineering on bug triage and root cause analysis
Provide clear, actionable feedback based on real customer pain points
Support Customer Success and Sales on technical or product-related questions
Consistently deliver calm, confident, and empathetic support
Set the bar for quality, tone, and clarity in customer interactions
Enjoy digging into complex problems and finding root causes
Naturally look for ways to improve systems, not just solve one-off issues
Are comfortable coaching others and sharing knowledge
Balance customer empathy with operational discipline
Like working closely with Product and Engineering teams
Preferred
Have a background in agriculture or firsthand experience with farm operations
Are curious about how AI and automation can improve support workflows and customer outcomes
Benefits
Remote First Environment
Flexible Work Schedule
Competitive and cost-effective benefits plans - Health, Dental, Vision, and Life Insurance
401(k) Plans with Company Match
Unlimited Paid Time Off
Paid Holidays
Company
Traction Ag
We’re Traction Ag – farm-loving folks with awesome farm software.
Founded in 2020
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$19.51MKey Investors
Cooperative Ventures
2026-02-03Series Unknown· $2M
2024-05-21Series A· $11M
2023-10-05Convertible Note· $3.51M
Leadership Team
Roger Scott Nusbaum
Product Director and Co-Founder
Recent News
2025-12-09
Inside INdiana Business
2025-11-15
2025-07-16
Company data provided by crunchbase