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About the Role
Support newly launched products during their first months in market by handling live customer issues, identifying emerging trends, building support processes, and partnering directly with Product and Engineering teams in an evolving environment where processes are still being developed. Assignments typically last 2 to 3 months before transitioning to a permanent support team and moving to the next product launch.
Responsibilities
- Provide Tier 1 and Tier 2 customer support across varying levels of complexity.
- Investigate customer issues and identify emerging contact drivers or product trends.
- Escalate product issues and recurring problems directly to Product and Engineering teams.
- Configure support queues, ticket routing, tagging, and issue categorization.
- Create knowledge base articles, internal documentation, runbooks, and escalation procedures.
- Perform content, account, or integrity reviews for policy compliance when required.
- Build processes that allow permanent support teams to successfully take ownership of launched products.
- Transition between product launches based on business needs.
- Address support contacts within 5 business days of intake.
Requirements
- 2+ years of customer or technical support experience.
- Tier 1 and Tier 2 support experience across multiple products, teams, or workflows.
- Experience working in environments without established processes or playbooks.
- Strong written communication and documentation skills.
- Ability to create clear runbooks and support documentation for other teams.
- Experience configuring ticketing systems, routing rules, queues, or knowledge bases, or demonstrated ability to learn support tools quickly.
- Ability to recognize patterns across customer issues and escalate findings appropriately.
- Comfortable partnering directly with Product and Engineering teams.
- Comfortable working with changing priorities, incomplete information, and evolving products.
Location
- Austin, TX
Work Type
- Contract
- Onsite
Salary/Compensations
- $38.00 - $40.00/hr
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan
- Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
About the Company
- We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
- Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
Equal Opportunity
- The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
- Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.
- It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
- We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.