Customer Support Specialists

Our client is looking for a Customer Support Specialist to provide responsive, human-centered support for customers using a cloud-based AI agent platform during overnight Pacific Time hours. Their technology company develops cloud computing infrastructure that enables AI agents to operate on persistent virtual computers and has rapidly expanded its platform with improved performance, reliability, security, and developer tools. This role is ideal for someone who combines strong customer service skills with technical curiosity and enjoys solving software-related problems. The Customer Support Specialist will become highly familiar with the platform, assist customers when automated support cannot resolve their needs, troubleshoot technical issues, and help maintain a seamless customer experience while the daytime team is offline. The client is building an overnight support team of approximately five full-time specialists, representing roughly 200 total support hours per week across the team. Responsibilities Learn the platform thoroughly, including its functionality, workflows, features, common user questions, and frequent technical issues. Provide live human support to customers during overnight Pacific Time hours. Handle customer escalations when users request assistance from a person rather than continuing with AI-powered chat support. Investigate and troubleshoot software and platform-related problems. Respond clearly and professionally to technical and non-technical customer questions. Assist with questions or scenarios that are not yet documented in the company's existing FAQ or support resources. Identify recurring customer issues and communicate useful patterns or insights to the broader team. Take ownership of customer concerns and proactively work toward appropriate resolutions. Maintain clear, accurate, and professional written communication throughout customer interactions. Collaborate with the daytime support team to help ensure continuity between shifts. Develop enough product knowledge to independently guide customers through common platform challenges. Requirements dvanced English proficiency, both written and spoken. Availability to work full-time during overnight Pacific Time (PT/PST) hours. Previous experience in customer support, technical support, IT support, SaaS support, or a similar customer-facing role. Comfortable learning and supporting software-based or technical products. Strong troubleshooting and problem-solving abilities. Ability to explain technical information clearly to customers with different levels of technical knowledge. Proactive, resourceful, and self-directed approach to work. Strong communication and interpersonal skills. Ability to remain responsive and dependable throughout the assigned shift. Reliable computer, internet connection, and dedicated remote workspace suitable for overnight work. Qualifications Prior experience supporting SaaS platforms, software products, cloud technologies, or other technical products is strongly preferred. Experience handling customer escalations and troubleshooting issues independently is highly valuable. Familiarity with customer support platforms, ticketing systems, live chat tools, or knowledge bases is beneficial. Basic understanding of cloud computing, AI products, APIs, virtual machines, or developer tools is a plus. Strong ability to learn new technology quickly without requiring constant supervision. Customer-focused mindset with strong attention to detail. Comfortable working independently during hours when the client's primary team may not be immediately available. Benefits Full-time position. 100% remote opportunity. Opportunity to work with a fast-moving technology company in the AI and cloud computing space. Hands-on exposure to emerging AI agent technology and cloud infrastructure.