Senior Customer Support Representative

✨ What you’ll be working on

Tenna is hiring a Senior Customer Support Representative to support customers across the United States. If you enjoy troubleshooting software, working with SaaS products, and helping customers succeed, this remote opportunity is worth exploring.

About Tenna

Tenna helps businesses manage equipment, vehicles, and other valuable assets through a connected software platform. By combining cloud software with smart hardware, Tenna gives customers real-time visibility into their operations and helps them work more efficiently.

As the company continues to grow, they’re looking for experienced support professionals who enjoy solving technical challenges and building long-term customer relationships.

What You’ll Be Working On

You’ll be the primary point of contact for customers who need technical support, ensuring they receive fast, helpful, and professional assistance.

Your day-to-day responsibilities include:

• Support customers through phone, email, live chat, and virtual meetings.
• Troubleshoot software, hardware, and account-related issues.
• Resolve support tickets while keeping customers updated.
• Investigate complex technical problems and recommend solutions.
• Escalate issues to Engineering, Product, QA, or Hardware teams when needed.
• Help customers navigate the Tenna platform and mobile app.
• Monitor customer accounts and ensure data is configured correctly.
• Identify recurring issues and share insights that improve products.
• Collaborate with Customer Success Managers on technical questions.
• Maintain accurate documentation for support cases and feature requests.

What They’re Looking For

You’ll likely be a strong fit if you have:

• 5+ years of software customer support experience.
• 2+ years working in a SaaS or cloud software environment.
• Strong troubleshooting and technical problem-solving skills.
• Experience supporting Windows, Android, and Apple devices.
• Excellent written and verbal communication skills.
• Confidence working with engineers and cross-functional teams.
• Experience using customer support platforms such as HelpScout, Salesforce, Jira, or similar tools.
• A customer-first mindset and the ability to manage multiple priorities.

Bonus Skills

These aren’t required but could help you stand out:

• Experience in construction technology.
• Knowledge of IoT devices or connected hardware.
• Spanish language skills.
• Experience supporting enterprise software customers.

Tools You’ll Use

You may work with tools such as:

• HelpScout
• Jira
• Salesforce
• Zoom
• Microsoft Teams

Benefits

Tenna offers a competitive benefits package designed to support employees both professionally and personally.

Benefits include:

• Fully remote work across the United States
• Competitive salary
• Health benefits from your first day
• 401(k) with company match
• Dependent care benefits
• Employee referral bonuses
• Career growth opportunities
• Learning and development support
• Collaborative team environment