Customer Support Specialist; SaaS

What you can expect

At Zoom, customers are at the center of what we do. As Bonsai scales within Zoom, we’re evolving how we support and enable small businesses on the Bonsai platform. As a Technical Support Engineer, you’ll be a rusted technical partner—helping customers troubleshoot issues, adopt core workflows, and get lasting value from the product.

Support is the foundation, but you’ll also spot patterns, contribute to education and self‑service, and partner with Product, Engineering, and Support to improve the customer experience and scale support. This role is a great fit for someone who works independently, navigates ambiguity, and goes beyond a traditional support queue.

Bonsai, now part of Zoom, builds tools that help customers run key workflows on one platform. As the product and customer base grow, the Support team is evolving how we enable customers to troubleshoot effectively, adopt best practices, and get value from the platform.

The team works at the intersection of customer experience, product adoption, and continuous improvement—partnering with Product and Engineering to investigate issues, surface trends, and improve documentation and self‑service resources that reduce repeat questions and scale support over time.

• Providing technically sound support via email and live chat, diagnosing product and platform issues and explaining solutions clearly to non‑technical users.

• Investigating unexpected product behavior by reproducing issues, assessing system context, identifying root causes, and determining resolution paths or escalations.

• Supporting customer enablement through webinars, written guides, and workflow education to help customers adopt best practices.

• Identifying recurring issues, workflow breakdowns, and gaps in customer understanding, and sharing insights with stakeholders.

• Contributing to Help Center content and self‑service resources informed by support trends, while partnering cross‑functionally to improve workflows, reduce repeat issues.

• Analyzing ticket trends, tags, recurring topics, and basic reports to surface patterns and improvement opportunities.

• Apply 2+ years of experience in technical support, customer support, customer success, or a related customer‑facing role within a SaaS or technical product environment.

• Integrate solid troubleshooting and analytical skills to investigate issues, identify root causes, and explain solutions clearly.

• Collaborate on customer education initiatives such as webinars, walkthroughs, training sessions, or educational content.

• Leverage hands‑on experience with AI‑driven support tools (AI chat, automation workflows, macros, or intelligent routing).

• Operate independently in a remote environment, managing priorities, following through, and navigating ambiguity with minimal oversight.

• Demonstrate a proactive, self‑starter mindset by improving documentation, systems, or workflows rather than waiting for direction.

• Use data comfortably (ticket trends, tags, recurring topics, basic reports) to identify patterns and improvement opportunities.

• Work with support tools such as Intercom, Zendesk, Jira, or similar platforms.

Chez Zoom, les clients sont au cœur de nos activités. À mesure que Bonsai évolue au sein de Zoom, nous faisons évoluer la manière dont nous soutenons et facilitons les petites entreprises sur la plateforme Bonsai. En tant qu'ingénieur du support technique, vous serez un partenaire technique de confiance qui aidera les clients à résoudre les problèmes, à adopter les flux de travail de base et à tirer une valeur durable du produit.

Le support est la base, mais vous pourrez également identifier des modèles, contribuer à la formation et au self‑service, et vous travaillerez en partenariat avec les services des produits, de l'ingénierie et du support pour améliorer l'expérience client et étendre le support. Ce rôle convient parfaitement à une personne qui travaille de manière indépendante, qui fait face à l’ambiguïté et qui va au-delà d'une file d'attente d’assistance traditionnelle.

Bonsai, qui fait désormais partie de Zoom,…