Technical Customer Support Specialist

Location: Remote

Team: Customer Experience

Company: Distance AI

About Distance AI

Distance is a sales automation platform that helps service businesses communicate better with customers, collect leads, and prioritize opportunities—powered by our AI agent, Miles. We’re growing quickly and looking for an experienced technical support specialist who can help our customers get the most out of our platform.

Role Overview

We’re looking for a hands-on, technically strong Customer Support Specialist with at least 4 years of experience supporting software products. You’ll work directly with customers to troubleshoot issues, debug configurations, and ensure successful adoption of Distance. You’ll collaborate tightly with engineering, product, and our onboarding teams to surface insights and resolve issues quickly.

This role is ideal for someone who thrives on problem solving, loves understanding how systems work under the hood, and is motivated by helping customers unlock value.

Responsibilities

• Serve as the primary point of contact for customers experiencing technical issues.
• Debug and resolve configuration problems related to integrations, automations, workflows, and platform settings.
• Reproduce, document, and escalate complex issues to engineering when needed.
• Guide customers on best practices for setup, activation, and ongoing use of Distance.
• Work in ticketing systems to ensure timely responses and SLAs.
• Partner with product and engineering to identify recurring issues and contribute to long-term solutions.
• Maintain clear and empathetic communication with customers via call and email throughout the troubleshooting process.
• Create and update support documentation, playbooks, and workflows.
• Participate in improving internal tools and processes that streamline support.
• Become a product expert capable of understanding new features, testing updates, and giving feedback.