**Technical Support Analyst / Customer Support Representative – Construction SaaS Expert**

Join blithequark, a fast-growing, profitable SaaS construction technology company, as we revolutionize the $2 trillion heavy construction industry with our innovative smart construction platform. We're seeking a highly skilled Technical Support Analyst with expertise in SQL and experience in the heavy construction industry to deliver exceptional email and phone support, ensuring a smooth and efficient experience for professionals using our platform. **About blithequark** blithequark is a construction-tech SaaS startup backed by a prominent private equity firm. Our mission is to empower construction companies to reduce costs, prevent equipment breakdowns, and manage their assets more effectively. With a data-driven and AI-powered solution, we're changing the face of the construction industry. Our software is used by dozens of the US largest construction firms, and we're growing rapidly. **The Role** As a Technical Support Analyst at blithequark, you'll be the face of our customer support team, providing expert email and phone-based technical support to our customers in the heavy construction industry. You'll troubleshoot issues, develop deep expertise in our equipment management platform, and collaborate with our engineering and customer success teams to enhance troubleshooting processes and improve overall customer satisfaction. **Key Responsibilities** • **Customer Support**: Provide expert email and phone-based technical support to blithequark's customers in the heavy construction industry, troubleshooting issues and ensuring a seamless user experience. • **Issue Resolution**: Diagnose and resolve software-related issues, escalating complex cases to the appropriate internal teams while maintaining clear communication with customers. • **Product Knowledge**: Develop deep expertise in blithequark's equipment management platform, assisting customers with system navigation, integrations, and best practices. • **Documentation & Feedback**: Maintain accurate support records, create knowledge base articles, and relay customer feedback to improve the platform. • **Collaboration**: Work closely with blithequark's engineering and customer success teams to enhance troubleshooting processes and improve overall customer satisfaction. **Requirements** • **Perfect English**: Excellent English communication skills, both by email (90% of communications) and phone (10% of communications). • **Industry Experience**: Experience supporting or working with telematics, GPS, ERP, or maintenance systems such as Caterpillar VisionLink, HCSS, B2W, Viewpoint Vista, or Oracle JDE in a heavy construction environment. • **Technical Skills**: Strong troubleshooting abilities with SQL knowledge and proficiency in spreadsheets. • **Customer Service Excellence**: Background in providing high-quality technical support with a problem-solving mindset. • **Communication Skills**: Ability to clearly explain technical concepts to non-technical users while maintaining professionalism and empathy. • **Team Player**: Comfortable working cross-functionally to resolve customer issues and enhance the overall support experience. **Benefits** • **Competitive Salary**: For USA-based employees, a salary of $50,000-$62,000, depending on experience and geographical location. For non-USA based employees, we offer a competitive salary adjusted to the local market, aiming to be within 90% percentile. • **Comprehensive Benefits**: Full healthcare coverage and 100% match on 401k contributions up to 8%. • **Work Flexibility**: 100% remote role. • **Dynamic Role**: Lead in an innovative tech company. • **Collaborative Culture**: Progressive and team-oriented work environment. • **Professional Growth**: Opportunities for development and advancement. • **Values Commitment**: A merit-based hiring ethos with a diverse team from numerous nationalities. **What We Offer** At blithequark, we're committed to creating a work environment that's both challenging and rewarding. As a Technical Support Analyst, you'll have the opportunity to: • Work with a talented team of professionals from diverse backgrounds. • Develop your technical skills and expertise in SQL and construction technology. • Collaborate with cross-functional teams to drive customer satisfaction and platform improvement. • Enjoy a dynamic and flexible work environment with opportunities for professional growth and advancement. **How to Apply** If you're a motivated and customer-focused individual with a passion for technical support and construction technology, we encourage you to apply. Please submit your application by answering the screening questions. **Start Date** As soon as possible. **About Us** blithequark is revolutionizing the $20 trillion construction market with our innovative smart construction platform. Our data-driven and AI-powered solution delivers actionable insights, enabling construction companies to reduce costs, prevent equipment breakdowns, and manage their assets more effectively. We're proud to employ a diverse team of two dozen full-time employees and contractors. **Join Our Team** If you're ready to join a dynamic and innovative company that's changing the face of the construction industry, apply now to become a Technical Support Analyst at blithequark.