Customer Support & IT Technician

About SewerAI Corporation

About the Role

The Customer Support & IT Technician is a hybrid role combining customer-facing technical support with internal IT helpdesk responsibilities. This individual supports SewerAI’s customers by triaging, troubleshooting, and resolving issues with PIONEER, AutoCode, and field equipment, while also maintaining internal employee systems, devices, and tools.

This role is ideal for someone with a strong troubleshooting mindset, high attention to detail, and a service-oriented approach to supporting both customers and internal teams.

Key Responsibilities

Customer-Facing Technical Support

• Triage and resolve inbound support requests via Slack, Pylon, and email.
• Troubleshoot platform issues (PIONEER, AutoCode), hardware setup, and camera system configurations.
• Guide customers through common setup and configuration problems.
• Escalate product-related issues to Product & Engineering with accurate technical documentation.
• Document customer environments, ticket resolutions, and troubleshooting steps.
• Collaborate with Solutions Engineers, Customer Enablement Managers and Account Managers to support onboarding and post-implementation success.

Internal IT Helpdesk Support

• Act as the primary contact for internal IT support across hardware, software, and networking issues.
• Provision and decommission laptops, user accounts, SaaS tools, and other workstations.
• Manage employee access to internal systems including Google Workspace, Slack, Notion, Pylon, and more.
• Perform routine system checks, updates, and endpoint compliance tasks.
• Troubleshoot device configuration, network connectivity, and software installation issues.
• Maintain and update internal IT documentation and device inventory.

Qualifications

Required:

• 3–5 years of experience in technical support, IT helpdesk, or hybrid support roles.
• Ability to manage tickets and tasks across multiple support queues (internal and customer-facing).Familiarity with Windows and Mac systems, basic networking, and SaaS environments.
• Strong troubleshooting skills for both software and hardware-related issues.
• Excellent communication and documentation skills.
• Experience with tools like Google Workspace Admin, Slack Admin, and MDM systems.

Preferred:

• Familiarity with ticketing systems.

Exposure to field technology or video inspection systems is a plus.