• The Support Technician 1 works within our Backup and Disaster Recovery team to provide technical support for backup and disaster recovery systems and serves as the first contact for customers via phone or email. • Manage backup and disaster recovery support tickets promptly and document customer interactions. • Serve as the first contact with customers who need technical assistance via the phone or email. • Perform troubleshooting using different diagnostic techniques and creative thinking. • Troubleshoot, diagnose, and resolve hardware and software issues for cloud-based and customer-facing systems. • Provide quick resolution and excellent customer service. • Redirect unresolved matters to the next level of support. • Provide information on related IT products or services. • Keep records of problems and their solutions. • Follow up with customers and meet prescribed SLAs. • Provide feedback on processes and make recommendations on areas to improve. • Maintain technical documentation and service catalog on the installation of software, the configuration of hardware, and problem troubleshooting. • Perform fixes to Windows server and cloud systems. • Perform post-resolution follow-ups with Level 2 technicians and customers as necessary. • Assist with other customer issues and internal projects as required.

• Effectively manage ticketing queue to ensure timely and accurate responses back to customer inquiries • Work with clients’ technical teams to troubleshoot and resolve issues and provide integration guidance • Work directly with Implementation & Support Engineers and clients to understand and define requirements and configure our products accordingly • Become an expert so you can make recommendations to clients and coach the team to help streamline client processes using our products • Work with Product Managers to communicate bugs, feature requests, and product improvements; act as a liaison between our clients and Product team • Adhere to Service Level Agreements (SLAs) to ensure timely resolutions of tickets • Manage timely and accurate responses via Chat support feature • Ability to analyze and problem solve customer issues while remaining empathetic • Ensure a high customer satisfaction score of 95% or higher • Collaborate with Client Success Managers to mitigate client escalations • Actively review and create internal and client-facing documentation and knowledge base articles

Job Summary: Please enter your job advertisement. If you are using Workday recruitment this is what will be published on the website above the job description. This cannot be formatted with bullet points etc. so please use reader friendly paragraphs. Job Description: Role Overview We are seeking a dynamic, experienced Global Support Manager to lead our distributed support function across the United States and the United Kingdom. This is a critical strategic hire responsible for delivering a high-performing, customer-centric support experience across multiple products, regions, and operating models. Alongside being an active member of the support tea, you will manage a small but growing team: - US support team: 1st Line Case Manager + 1 Technical Support Analyst (both remote) - UK support team: 1 support desk manager and 2 support specialists focused on KxWelcome You will oversee direct support for our KxWelcome student housing product and indirect support for our Conference & Events solution, delivered in partnership with our EMEA core support team. Your goal: build, refine, and scale a cohesive, efficient, and modern global support model that serves customers seamlessly regardless of geography or product line. Key Responsibilities Team Leadership & Management - Lead, coach, and develop a distributed support team across the US and UK. - Build a high-performance culture focused on ownership, collaboration, and continuous improvement. - Manage schedules, capacity planning, and resource allocation across time zones. - Own performance management, training, skills development, and hiring. Global Support Operations - Oversee day-to-day support operations for both direct housing support and indirect C&E support. - Develop and refine workflows, SLAs, escalation paths, and handoff processes between US, UK, and EMEA teams. - Drive standardization of tools, practices, reporting, and documentation across regions. - Partner with the EMEA core business to ensure consistent service delivery for the resold C&E solution. Customer Experience & Quality - Establish and maintain a “frictionless” support experience for all customers. - Monitor support KPIs and customer satisfaction metrics, identifying trends and proactively addressing issues. - Drive rapid and clear communication with customers, especially around high-priority or escalated cases. - Ensure the team maintains deep product knowledge across both housing and C&E products. Process Improvement & Scaling - Build scalable support processes to meet the needs of a growing US customer base. - Implement best-practice support methodologies, automation, and knowledge management. - Collaborate with Product, Engineering, and Customer Success to close the loop on feedback and inform roadmap priorities. - Contribute to global support strategy and long-term planning as the business scales. Cross-Functional Collaboration - Act as the operational bridge between US Support, UK Support, the EMEA Support team, and internal product and technical teams. - Work closely with Sales, Onboarding, and Implementation to align expectations and ensure a smooth customer lifecycle. - Contribute to customer communications, release planning, and incident management. - Qualifications & Experience Required - 5+ years’ experience in SaaS or software support, including 2+ years in a leadership or managerial role. - Proven success leading multi-region or distributed support teams. - Strong understanding of support operations, case management tools, and escalation processes. - Experience supporting technical SaaS solutions (ideally platforms with integrations, APIs, or configuration complexity). - Excellent communication, interpersonal, and stakeholder-management skills. - Ability to operate in a fast-growing, evolving environment with shifting priorities. - Preferred - Experience in higher education, student housing, or conferencing/events technology. - Familiarity with Jira, Salesforce Service Cloud, or similar support platforms. - Background working with both direct-support and reseller/indirect-support models. - What Success Looks Like - A confident, scalable, repeatable global support model. - High customer satisfaction across both US and UK markets. - Clear collaboration and seamless handoffs between US, UK, and EMEA support functions. - A motivated, high-performing support team that consistently meets SLA and quality expectations. - Measurable reduction in escalations and improved case resolution times. Why Join Us? This role offers a unique opportunity to shape the future of global support at a pivotal stage of growth. You’ll influence strategy, build a best-in-class support organization, and improve the experience of thousands of users across higher education and events. Worker Type: Regular Number of Openings Available: 1

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Bolt.new is transforming the way people build and interact with technology, and we're looking for a Customer Experience Engineer to be on the front lines of our customer experience—solving technical problems, advocating for users, and helping make our product better every day. This is a hands-on technical support role where you'll troubleshoot real issues, work closely with Product and Engineering, and ensure every customer interaction builds trust and loyalty. This role is fully remote, with the requirement that candidates are located in a Western European or American time zone. We’re hiring multiple candidates for this role. Qualifications - Experience troubleshooting modern front-end technologies such as Vite, React, Tailwind, JavaScript, HTML, and CSS - Familiarity with databases, API integrations, and Chrome DevTools - Understanding of LLMs and expertise in crafting effective prompts for optimal AI responses - Exceptional written communication: you can explain complex concepts simply, shift tone gracefully, and make even frustrated users feel heard - A genuine customer-first mindset—you care about the person behind the ticket, not just closing it - Comfort representing a brand publicly and keeping conversations constructive, kind, and on-brand - Ability to translate technical concepts into clear, user-friendly explanations - Fast learner who thrives in a fast-moving environment and can operate with minimal supervision - Located in a Western European or American timezone Requirements - Troubleshoot and resolve technical issues across Bolt.new and StackBlitz via email, chat, and occasional video calls—owning problems from first report through resolution - Occasionally serve as a public-facing expert and ambassador across social platforms and live events, answering questions with empathy, clarity, and confidence - Surface bugs, product gaps, and patterns to Product and Engineering with clear, actionable context—you're the voice of the customer internally - Create and improve self-serve resources: documentation, how-tos, and AI knowledge base content that empowers users to succeed independently - Collaborate with internal teams to catch emerging issues early and advocate for customer needs in every conversation - Assist with QA and testing ahead of releases to help catch issues before they reach customers - Reduce friction for customers by building resources that scale—so we're not solving the same problem twice - Strengthen the feedback loop between customers and our product team, helping us build what users actually need - Represent Bolt with credibility and care in every interaction, whether it's a support ticket or a public thread Benefits - You do not need a college degree to apply - You do not need to be located in the U.S. — we’re remote-friendly - You do not need to meet every qualification listed above