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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Software Support Specialist - **Company:** TravelNet Solutions - **Location:** United States (Remote available) - **Salary:** $54,517.0 - $62,005.0 - **Contract:** Permanent contract - **Skills:** Multitier Architecture, Artificial Intelligence, Software as a Service, Bug Reporting - **Published:** June 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=49625794056bdc82 ## About the Role Do you have experience in AI tools proficiency?, * A self-starter with tremendous initiative and a strong work ethic * An excellent communicator and collaborator across functional teams * Eager to make a high impact at a product-driven company * Adaptable, quick to embrace change, and a fast learner * Skilled in creative and critical thinking * Detail-oriented, even in a fast-paced environment * Passionate about technology and innovation, particularly the future of applied AI in our sector., * 1+ year of experience in a high-volume, customer-facing environment (SaaS support, hospitality, retail, service industry, etc.), or equivalent experience demonstrating strong customer interaction skills * Strong communication skills, able to explain things clearly and confidently to non-technical customers * Ability to stay organized and manage multiple conversations or tickets at once * A natural problem-solver who can think through issues and ask the right questions * Comfortable working in fast-paced environments where priorities can shift quickly * Positive, empathetic, and customer-first mindset * Willingness to learn technical concepts and grow into more advanced troubleshooting over time * Comfortable using AI-assisted tools to draft responses, summarize tickets, and find answers faster, while applying your own judgment before sending Note: Prior SaaS or technical support experience is helpful, but not required. We value attitude, adaptability, and customer instinct just as much as technical background. This role is designed as a starting point within the support organization. High performers will have the opportunity to grow into Tier II roles, developing deeper technical expertise and ownership of more complex issues. ## Description You are the first voice customers hear when something goes wrong. You are responsible for delivering fast, clear support across phone, email, and chat, owning the experience from first contact to resolution. This is not a deeply technical role to start. You thrive in fast-paced, high-pressure customer environments and grow your platform knowledge over time. Your success comes from communication, ownership, and the ability to think through problems, not just prior technical experience. The technical knowledge deepens with time. The instincts you bring every day matter most. Tier I is where strong support careers are built at Track. It's a clear path into Tier II and more advanced technical roles for those who want to grow. * Act as the first point of contact for all customer support inquiries across phone, email, and chat. This also includes vendor and partner relationships. * Deliver timely, accurate, and professional responses to customer issues, focusing on clarity and resolution * Troubleshoot common product and account issues using internal tools, documentation, and structured problem-solving * Provide a consultative experience for customers through product navigation, setup, and configuration to support successful adoption * Own and manage support tickets from intake through resolution, ensuring clean documentation and follow-through * Escalate more complex or technical issues to Tier II with clear context, notes, and reproduction steps * Proactively follow up on open issues to ensure customers are informed and moving toward resolution * Assist customers with product setup, onboarding, and basic configurations to ensure successful adoption. * Partner closely with Tier II, Product, and Customer Success to ensure a seamless customer experience * Continuously learn the product, workflows, and support processes to improve effectiveness over time ## Related Videos - [Prompt Engineering Your Career: AI Agents for Tech Interview Prep](https://www.wearedevelopers.com/videos/100227-prompt-engineering-your-career-ai-agents-for-tech-interview-prep) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Fleet Management - Reinvented](https://www.wearedevelopers.com/videos/473-fleet-management-reinvented) - [Open Source Is Not Just Code: Designing Communities That Actually Scale](https://www.wearedevelopers.com/videos/100204-open-source-is-not-just-code-designing-communities-that-actually-scale) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts) - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Prompt Engineering is a Job of the Past](https://www.wearedevelopers.com/magazine/342-prompt-engineering-is-a-job-of-the-past) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production) - [How to start an AI project for a good cause and boost your career](https://www.wearedevelopers.com/magazine/15-how-to-start-an-ai-project-for-a-good-cause-and-boost-your-career)