Customer Support & Bug Investigation Specialist

Location: Remote

About Moab

Moab is building a modern, all-in-one software platform for equipment dealers and rental businesses. We serve a critical market currently underserved by outdated technology. Our customers rely on us for seamless operations, and they depend on our support team to keep their businesses running smoothly.

About the Role

In this role, you will be instrumental in ensuring our customers receive exceptional support. You'll answer questions, resolve problems, and be the voice that transforms "something's broken" into "Moab figured it out." A significant part of your day will involve investigating bugs, reproducing issues, utilizing internal tools and AI agents, and collaborating with engineering to ensure swift resolutions.

What You'll Do

Core Responsibilities:

• Own the Customer Inbox: Triage incoming tickets, provide prompt and clear responses, and ensure customers are always informed.
• End-to-End Bug Investigation: Reproduce reported issues, gather evidence using internal tooling and AI triage agents, and prepare clear handoffs for engineering.
• Collaborate with Engineering: Track open bugs, obtain timelines from the engineering team, and translate technical updates into customer-friendly language.
• Close the Loop with Customers: Communicate resolutions, workarounds, or updates to customers in plain language.

Additional Responsibilities:

• Leverage AI Tooling: Become a power user of our AI bug-triage agents, product knowledge base, and query assistants, providing valuable feedback for improvement.
• Identify Patterns: Flag recurring issues to product and engineering teams.
• Contribute to Knowledge Base: Create articles to address common customer questions.

What You Need

Background:

• Experience in B2B SaaS support, customer success at a product-led company, or operations roles where you resolved technical issues.

Who You Are:

• Strong Written Communicator: Able to write warm, accurate, jargon-free replies efficiently.
• Curious & Analytical: Interested in how things work, comfortable exploring error messages, UIs, and basic technical concepts (logs, CLI).
• AI-Comfortable: Proficient with AI tools as part of your workflow and able to critically evaluate AI output.
• Organized: Skilled at managing multiple open threads and following up reliably.
• High Standards: Committed to ensuring customer issues are fully resolved before closing tickets.
• Patient & Empathetic: Naturally understanding and patient with frustrated customers.

Nice to Haves:

• Background in equipment rental, construction, agriculture, or field-services industries.
• Experience with support platforms (Pylon, Zendesk, Intercom) and ticketing tools (Slack, Linear, Jira).
• Familiarity with reading APIs, JSON, or basic SQL, with a strong willingness to learn.
• Experience in a growing company with evolving processes.