Technical Support Representative

Turn unclear customer problems into clear next steps through thoughtful communication and systematic troubleshooting.

About the role

If you like the moment when a vague problem finally clicks, you will probably enjoy this role.

At Ademero, support is part detective work, part customer communication, and part product improvement. You will work closely with customers, product, and engineering to understand what happened, help the customer move forward, and make the next experience better.

The deal

• Access to the latest AI technology, plus time to experiment with it.
• Fully remote. Work from anywhere.
• Low-BS environment: minimal meetings, no micromanagement, and no politics.
• Real ownership over challenging, high-impact work.
• Modern technology and tools that keep your skills sharp.
• A culture built around learning, sharing, and staying ahead together.

What you’ll do

• Work directly with customers by phone, email, and remote session to understand what they are seeing and help them move forward.
• Ask thoughtful questions and gather the details, screenshots, logs, and context needed to understand an issue.
• Reproduce software issues and troubleshoot them step by step so the team can act on what you find.
• Keep customers updated in a clear, reassuring way while an investigation is moving forward, especially when resolution takes time.
• Coordinate with product and engineering when an issue needs deeper investigation.
• Turn what you learn into a clear internal report with useful steps, evidence, and customer context.
• Notice recurring questions and friction, then share practical ideas for improving the product, documentation, or support process.
• Document solutions and build knowledge that helps the whole team respond faster.

What we’re looking for

• Curiosity and patience when the answer is not immediately obvious.
• Strong customer communication and real comfort talking with people on the phone.
• The ability to ask good questions, listen closely, and explain technical information clearly.
• An organized approach to follow-up, case notes, and keeping several issues moving.
• A systematic troubleshooting mindset and an interest in learning how software works.
• Clear writing that makes instructions and case histories easy for someone else to use.
• Customer empathy and an interest in making the product experience better over time.
• Comfort taking ownership and working independently as part of a remote team.

Experience in technical support, software or SaaS support, ticketing systems, remote troubleshooting, or document and workflow technology is helpful, but it is not a rigid requirement. We care more about how you think, communicate, and learn than a particular degree or resume path.

Why work at Ademero?

• Comprehensive health, dental, and vision coverage, with HSA options.
• Generous paid time off and paid parental leave.
• A flexible, fully remote work environment.
• Hands-on AI training from a team that uses these tools extensively. You will learn practical techniques that can change how you solve problems and what you think is possible.
• A supportive team with zero stuffiness.
• Recognition, team-building, and discounted technology gear.
• The chance to influence product and documentation improvements through what you learn from customers.
• The opportunity to build real product and troubleshooting expertise across a wide variety of problems.

If this sounds like the kind of problem-solving you enjoy, we would like to hear from you.

Ademero is an equal opportunity employer. We welcome applicants from different backgrounds and paths who can do the work and contribute to the team.