Tier 1 Support Agent
Customer · Tucson, AZ · Full-time · Hybrid
About the role
FaultLine is hiring a Tier 1 Support Agent on our Customer team. You will work with experienced operators on systems that real customers depend on every day.
What you will do
- Be the human voice of FaultLine for customers in your queue.
- Resolve issues end-to-end, escalating only what you must.
- Document recurring problems and feed them back to product and engineering.
- Hit response and resolution KPIs without sacrificing care.
- Spend an on-call shift with the NOC each month.
What we are looking for
- 2+ years in technical customer support.
- Patience and clear, empathetic communication.
- Comfort explaining technical concepts to non-technical users.
- Familiarity with home networking basics.
- Reliability and attention to detail in ticket hygiene.
Nice to have
- Familiarity with the Southwest market.
- Bilingual (English/Spanish) a plus.
- Prior ISP, telco, or hyperscaler experience.
- Open source contributions in adjacent areas.
Benefits
- Medical, dental, vision (employee 100% covered)
- 401(k) match, vested day one
- 16 weeks parental leave
- Unlimited PTO with a 15-day minimum
- $2,500/year learning budget
- Free FaultLine Fiber Gig at home
FaultLine is an equal opportunity employer. See /careers for our EEO statement.