Technical Customer Support Representative (Coupler.io) @ Railsware

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!

Requirements

• 2+ years of experience in technical/product support for a SaaS product
• Advanced English skills, both written and spoken
• Ability to investigate, reproduce issues, and dive deep into the product
• Strong analytical thinking with an understanding of customer needs and data challenges to offer the best solutions
• Ability to proactively guide customers toward data-driven success
• Willingness to conduct independent investigations to determine the root causes of problems
• Experience working with support ticket management software (e.g., Help Scout, Zendesk) or other
• Strong ability to multitask and prioritize effectively
• High attention to detail and accuracy
• Flexibility and ability to adapt quickly and learn new tools
• Effective teamwork and communication skills

Would be a plus

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

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!

,[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: Technical Support, Product Support, Help Scout, Zendesk, SaaS, CRM, Looker Studio, Power BI, SQL Tools: . Additionally: Flat structure, International projects, Home office, Training budget, Private healthcare, Free coffee, Canteen, Bike parking, Free snacks, Free beverages, Free parking, Modern office, No dress code.