Sr Customer Support Rep, L1 NA

Foxitsoftware

Fremont, CA Hybrid permanent

Posted: February 7, 2026

Job Description

Position Summary
The Level 1 Technical Support Specialist is the first point of contact for customers and end users who need help getting the most out of Foxit products. You’ll troubleshoot issues, guide users through setup and adoption, and partner with internal teams to ensure a smooth experience from deployment through day-to-day use.

This role blends strong customer communication with structured problem-solving, sound judgment, and the ability to manage multiple cases and priorities simultaneously.

What You’ll Do
Provide first-line support: Respond to incoming requests, diagnose issues, and deliver clear, professional resolutions with empathy and urgency.
Support onboarding and deployment: Assist with pre- and post-deployment needs to ensure successful implementation, adoption, and integration of Foxit solutions.
Troubleshoot and document: Follow structured troubleshooting steps, capture accurate case details, and document solutions to improve consistency and speed to resolution.
Build better processes: Develop and refine support methods, procedures, and internal knowledge to strengthen customer outcomes and reduce repeat issues.
Partner across teams: Identify patterns in customer issues, escalate critical cases appropriately, and collaborate with Engineering/Product/Support leadership on long-term fixes.
Enable user success: Provide guidance, lightweight training, and best practices to help users confidently use Foxit tools and workflows.
Use data to improve: Review support trends and feedback to recommend improvements to workflows, tools, and policies that enhance customer experience and operational efficiency.
Exercise independent judgment: Make sound decisions that impact process, customer success, and escalation pathways.

Required Qualifications
Strong written and verbal communication skills with the ability to explain technical concepts clearly and professionally.
Proven ability to manage multiple priorities while applying independent judgment, structured problem solving, and attention to detail.
Preferred Qualifications
1–2 years in a technical support, customer support, or technology enablement role (SaaS/software experience a plus).
Experience supporting collaboration and synchronous communication tools (voice, video conferencing, chat).
Experience supporting web-based platforms and user workflows (e.g., admin configuration, user access, permissions, browser troubleshooting).
Demonstrated project coordination or rollout experience (planning, documentation, stakeholder communication).
Programming coursework, certifications, or hands-on experience (helpful for troubleshooting and technical comprehension).

What Success Looks Like
Customers feel supported, understood, and confident after interacting with you.
Issues are resolved efficiently, documented accurately, and escalated appropriately when needed.
Support processes and knowledge resources steadily improve because you spot patterns and contribute solutions.

Why Apply Through MisuJob?

AI-Powered Job Matching: MisuJob uses advanced artificial intelligence to analyze your skills, experience, and career goals. Our matching algorithm compares your profile against thousands of job requirements to find positions where you have the highest chance of success. This saves you hours of manual job searching and ensures you only see relevant opportunities.

One-Click Applications: Once you create your profile, applying to jobs is effortless. Your resume and cover letter are automatically tailored to highlight the most relevant experience for each position. You can apply to multiple jobs in minutes, not hours.

Career Intelligence: Beyond job matching, MisuJob provides valuable career insights. See how your skills compare to market demands, identify skill gaps to address, and understand salary benchmarks for your experience level. Make data-driven decisions about your career path.

Frequently Asked Questions

How do I apply for this position?

Click the "Register to Apply" button above to create a free MisuJob account. Once registered, you can apply with one click and track your application status in your dashboard.

Is MisuJob free for job seekers?

Yes, MisuJob is completely free for job seekers. Create your profile, get matched with jobs, and apply without any cost. We help you find your dream job without any hidden fees.

How does AI matching work?

Our AI analyzes your resume, skills, and experience to understand your professional profile. It then compares this against job requirements using natural language processing to calculate a match percentage. Higher matches mean better fit for the role.

Can I apply to jobs in other countries?

Absolutely. MisuJob features jobs from companies worldwide, including remote positions. Filter by location or look for remote opportunities to find jobs that match your preferences.

Ready to Apply?

Join thousands of job seekers using MisuJob's AI to find and apply to their dream jobs automatically.