Customer Support & Platform Operations Specialist

About Zeus AI

Zeus AI builds an IoT cloud platform used by clients across agriculture, industrial, hospitality, and utility sectors — helping businesses monitor and manage their operations in real time through connected devices and sensors. As we scale, we're looking for someone who can be the friendly, reliable voice our customers and field technicians turn to when they need help.

About the Role

We're hiring a Customer Support & Platform Operations Specialist to be the front line of support for our platform users and field technicians. You'll handle day-to-day customer questions, help technicians in the field navigate the platform during installations and maintenance, and take ownership of routine account and device administration. This is a hands-on role for someone who's comfortable talking to people, solving problems, and staying organized across multiple tasks.

What You'll Do

• Customer support: Respond to customer questions and issues related to the platform via chat, email, or call — troubleshoot problems and escalate when needed.
• Field technician support: Act as the point of contact for field technicians during installations or servicing, helping them navigate the platform, resolve access issues, and confirm device setup.
• Customer communication: Proactively reach out to customers regarding open support requests, follow-ups, or platform updates that affect them.
• Account & device administration: Handle routine manual operations — adding new devices, onboarding new customers and users, updating account details, and keeping records accurate and up to date.
• Documentation: Keep clear notes on support interactions and flag recurring issues to the team.

What We're Looking For

• Professional experience in a customer support, technical support, or client-facing operations role.
• Excellent written and spoken English — you'll be communicating directly with customers and technicians regularly.
• Comfortable working independently in a full-time remote setup, with reliable internet and a dependable daily schedule.
• Detail-oriented and organized — this role involves real account/device data, so accuracy matters.
• Patient, clear communicator who can explain technical steps to non-technical users (including field staff who may not be platform experts).
• Comfortable learning and working inside a web-based software platform (full training provided).

Nice to Have

• Prior experience supporting a SaaS or IoT product.
• Familiarity with ticketing/CRM tools (Zendesk, Freshdesk, Intercom, or similar).
• Basic understanding of IoT concepts (sensors, devices, gateways) — not required, but a plus.

What We Offer

• Full-time, fully remote position.
• Competitive salary, based on experience.
• Direct exposure to a growing IoT platform with room to take on more responsibility over time.
• A small, collaborative team where your work directly affects customer experience.