Customer Support Agent
Join ScrapeAtlas as a knowledgeable and dependable point of contact for customers using our platform.
In this role, you will help users understand how the product works, investigate technical questions, troubleshoot reported issues, and provide clear guidance.
When a problem requires changes to the product or codebase, you will gather the relevant details and provide the engineering team with the context they need to investigate and resolve it efficiently.
What You’ll Do
- Respond to customer inquiries by email regarding API keys, account credits, billing, endpoint usage, and other product-related questions
- Investigate and reproduce reported technical issues using product documentation, HTTP responses, and appropriate diagnostic information
- Help customers understand API functionality, expected behaviour, and potential solutions to common problems
- Communicate clearly when an issue requires additional investigation and provide realistic expectations regarding next steps
- Document technical problems thoroughly before escalating them to the engineering team
- Follow up on unresolved cases to ensure customers receive appropriate assistance
- Identify frequently asked questions and contribute to improving help articles, documentation, and other support resources
Email Subject: Customer Support Agent application
Requirements
You should have previous customer support experience within a software or technology environment. Experience supporting APIs, developer tools, SaaS platforms, or other technical products would be particularly valuable.
The ideal candidate will have:
- Experience providing customer or technical support for software products
- Confidence reading and understanding JSON responses
- Familiarity with HTTP status codes and API documentation
- Strong troubleshooting and problem-solving abilities
- Clear, accurate, and professional written English
- A patient and methodical approach when assisting customers
- Strong follow-through, particularly when handling issues that cannot be resolved immediately
Experience with usage-based billing systems is an advantage but is not required.
Candidates who can work with some overlap with United States or European business hours are preferred.
How to Apply
Please submit your CV or professional profile along with details of any relevant customer support or technical support experience.
You may also include an example of a previous support response to demonstrate your communication and troubleshooting skills. Before submitting any examples, make sure all customer details, personal information, and confidential company information have been completely removed.