> For the complete documentation index, see [llms.txt](https://jobs.torchlabs.xyz/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://jobs.torchlabs.xyz/technical-support-associate-l1.md). # Technical Support Associate (L1) ### The Company At Torch Labs Software LLC, we’re revolutionizing the VPN and proxy industry with innovative software solutions. Operating as a global hybrid team with roots in Sri Lanka and our headquarters in the USA, we build cutting-edge infrastructure to monetize traditional and nontraditional products as a service. Our inclusive and vibrant culture empowers talented individuals worldwide to collaborate, innovate, and deliver exceptional products that redefine customer expectations. Join us to be part of a fast-paced team making a real impact in the tech industry! 💻 Our website: [https://torchlabs.xyz](https://torchlabs.xyz/)\ 📩 Our Email: \ 🐦 Our Socials: **Position:** Technical Support Associate (L1)\ **Location:** Colombo 10, Sri Lanka\ **Job Type:** Full-Time **Night Shift** ### Job Summary As a **Technical Support Associate**, you’ll be the first point of contact for customers on **Discord** and **Telegram**, handling support tickets related to proxy usage, subscriptions, and account access. You will use internal dashboards, APIs, and external tools like **Stripe** to resolve common issues, escalate when needed, and ensure customers have a smooth experience. ### Key Responsibilities: * Respond to customer queries through **Discord** and **Telegram ticket systems** in a timely and professional manner. * Review support tickets and resolve common issues related to **proxy usage**, **subscriptions**, or **account access**. * Use internal **dashboards**, **Stripe**, and **available APIs** to troubleshoot and fix customer issues. * Assist in **proxy testing**, identifying suitable proxy types for different use cases (e.g., sneaker sites, scraping). * Update customer records, flag unusual activity, and ensure follow-up is done for unresolved cases. * Work closely with the tech and ops teams to escalate technical issues beyond L1. * Maintain detailed logs of actions taken and help improve internal knowledge base. ### Qualifications: * Basic understanding of **APIs**, **dashboards**, and tools like **Stripe** or similar platforms. * Familiarity with **proxies** (residential, ISP, datacenter) and their common use cases. * Comfortable using **Discord**, **Telegram**, and other communication tools. * Good English communication skills (written and verbal). * Fast learner with the ability to follow SOPs and resolve issues independently. * Previous experience in **customer support**, **L1 tech support**, or **SaaS environments** is a plus. ### What We Offer: * Competitive salary and sales commission. * Hybrid work opportunities. * A dynamic and supportive team environment. * Opportunities for professional growth and development. * The chance to work in an exciting and rapidly growing industry. For any questions, please email us at **** 🤝 --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://jobs.torchlabs.xyz/technical-support-associate-l1.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.