Support Contractor

Overview We're looking for a sharp, organized contractor to own support ticket triage for Pioneer. You'll be the first filter on incoming support volume — categorizing tickets, clearing known issues quickly, and making sure the engineering and product teams only spend time on what actually needs them. Responsibilities - Review and process all incoming support tickets on a regular basis - Classify each ticket into one of three buckets: *known bug*, *answered question* (with a canned or templated response), or *novel issue requiring investigation* - Draft and send responses for common, already-answered questions, keeping users unblocked without escalating unnecessarily - Surface patterns in ticket volume and recurring issues to help the upstream team prioritize fixes and documentation - Maintain a running log of ticket classifications to build institutional knowledge over time You're a good fit if you: - Are organized and consistent, you can work through a queue methodically without things slipping - Communicate clearly and concisely in writing, both with users and internally - Can pick up a technical product quickly enough to distinguish a user error from a real bug - Have experience in customer support, technical support, or operations at a startup or SaaS company