Support

Technical Support Agent (Level 1)

Be the front line of RiverMeadow Technical Support — the first point of contact for customers and partners.

Remote — Outside North America
Full-time

The role

Your impact at RiverMeadow

You are the first point of contact for customers and partners, setting the tone for a responsive, knowledgeable support experience as part of a 24/7 follow-the-sun global team.

What you’ll do

Own first response and triage for incoming requests via the Support Portal (Zendesk) and email.
Create, categorize and prioritize tickets accurately, capturing the information needed for resolution.
Resolve common product and how-to questions using the knowledge base and documentation.
Reproduce basic issues, collect logs and screenshots, and escalate to Level 3 / Technical Account Managers with clear context.
Keep customers informed with clear, timely updates throughout the life of each request.
Track requests against target response times and flag Priority 1 incidents immediately.
Contribute to the knowledge base as recurring issues and fixes are identified.

What you bring

1–3 years in technical support, help desk or a customer-facing IT role.
Familiarity with a ticketing system (Zendesk preferred).
Basic understanding of cloud, virtualization or IT infrastructure concepts.
Excellent written communication and a calm, customer-first manner.
Strong organizational skills and attention to detail under load.
Comfortable working shifted hours and periodic weekend coverage within a 24/7 follow-the-sun support team.

Additional experience

Exposure to AWS, Azure, GCP or on-premises virtualization.
Experience supporting migration, backup or infrastructure software.
Additional language skills for regional coverage.

About RiverMeadow

RiverMeadow Software provides a Workload Mobility and Modernization Platform that automates, governs and reports the workload lifecycle across public cloud, private cloud and virtualization platforms. Customers choose a Hosted Solution or Private Deployment. Our teams work across North America, Europe and Asia Pacific.

RiverMeadow people are talented, dynamic and collaborative. You will work with a wide variety of cloud architectures on a product at the forefront of its market. Pioneering new ground has its challenges, but it comes with unparalleled opportunity for professional growth and reward. Whether you are starting, building or expanding your career, RiverMeadow offers real room to contribute and grow.

How to apply

Use our application form to share your résumé or LinkedIn profile, the role you’re applying for and your location.

RiverMeadow is an equal opportunity employer.

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