The opportunity
What you will own
- Support registration, login, verified-identity onboarding, device/session management and account recovery workflows.
- Assist users with messaging, groups, communities, notifications, voice/video calling and meeting features.
- Troubleshoot client-side and connectivity issues using approved diagnostics without requesting or exposing encrypted message content.
- Escalate identity, abuse, security, account-takeover or service incidents to authorised teams.
- Document reproducible defects and customer-impact patterns for PathwayTalk engineering.
- Maintain clear user guidance for privacy controls, blocking, reporting and security features.
What you bring
Core qualifications
- 2+ years of technical/customer support experience for messaging, collaboration, social, identity or SaaS products.
- Strong understanding of account security, privacy and safe identity-verification support.
- Ability to troubleshoot web/mobile applications, notifications, device sessions and basic network/connectivity issues.
- Clear written communication and disciplined case documentation.
- Respect for end-to-end encryption boundaries and least-access principles.
Additional strengths
Preferred experience
- Experience with WebRTC, push notifications, identity verification or security-support workflows.
- Knowledge of Android/iOS/web troubleshooting.
- IT support, security or service-management certification.
Employment, compensation and fair recruitment
The published USD range is a U.S.-market reference range for this role. Final compensation, benefits, employment classification, payroll, tax treatment and statutory entitlements are determined by the employing entity, work location, experience and applicable law.
CloudTen does not charge candidates recruitment, placement, processing or employment fees. Qualified applicants are assessed against job-related requirements. Reasonable accommodation is available during recruitment where required by applicable law.
Support operations may use scheduled shifts, including evening or weekend coverage where business needs require it. Scheduling, working time, rest periods and statutory entitlements are governed by the applicable employment arrangement and law.
BYU-Pathway Worldwide students and graduates: qualified candidates are especially welcome to apply. Participation in recognised CloudTen talent-development or university programmes may receive positive consideration where lawful, while appointments remain merit-based and subject to the published requirements.
