Support Specialist

Summary

Join Scaleo, a fast-growing SaaS company, as a Support Specialist (L1) and be the first point of contact for customer support, assisting users through live chat, email, and tickets. Troubleshoot issues, answer questions, and ensure a smooth user experience. This role requires a technical mindset, B2B SaaS support experience, and a dedication to helping customers. You will handle L1 support requests, troubleshoot browser-based and integration issues, escalate complex issues, update the knowledge base, and become an expert on Scaleo's platform. Collaborate with other teams to enhance customer experience. Scaleo offers a remote-first team environment, a collaborative culture, and the opportunity to make a significant impact.

Requirements

• 2+ years of L1 or L1/L2 experience in a B2B SaaS environment
• Strong familiarity with tools like Intercom, JIRA, Confluence, Notion
• Ability to reproduce issues, log findings, and communicate technical steps clearly
• Comfortable with basics of HTTP, DNS, cookies, JSON, APIs (Postman or curl)
• Excellent written and spoken English
• Customer-first mindset with active listening, clear writing, and patience

Responsibilities

• Handle L1 support requests (live chat, email, and ticket queue)
• Troubleshoot browser-based and integration issues using console/network logs, Postman, etc
• Escalate bugs or complex issues to L2 Support or QA with clear documentation
• Update internal knowledge base and contribute to product documentation
• Become an expert on Scaleo’s platform and domain-specific tools like tracking links, postbacks, and event attribution
• Work closely with Product, Engineering, and Customer Success to ensure a great customer experience

Preferred Qualifications

• Experience with affiliate marketing, iGaming, or affiliate tracking platforms
• Additional languages (Spanish, Portuguese) are a plus

Benefits

• Remote-first team
• A collaborative culture that values autonomy and initiative
• Fast-moving product that’s solving real customer problems
• Small team, big impact - your work will be seen and appreciated