Senior Technical Support Specialist

1 day ago

Saddar Town, Pakistan beBeeTechnical Full time 6,000,000 - 7,500,000
Product Support Professional

We're looking for a skilled technical support professional to own and shape our product support function. As the first person in this role, you'll establish the foundation for how we support customers, working closely with engineering and customer success.

Key responsibilities include:

  • First-line support: Own real-time customer interactions via Intercom chat; respond with empathy and speed.
  • Troubleshooting: Analyze issues, review logs, query databases, and escalate when needed. No coding required, but solid SQL foundations are key.
  • QA and testing: Run pre-release checks to stay current on new features and ensure product stability.
  • Knowledge building: Create and maintain knowledge base articles, videos, and internal documentation.
  • Process design: Shape how we do support by building workflows, tools, and best practices.
  • Team enablement: Train Customer Success Managers on product features and common issues.
  • Founding ownership: Set the standard for future support hires and help scale the function.
About You

You should be interested if:

  • You have 2–5 years of experience in technical product support in a B2B SaaS environment.
  • You're comfortable analyzing logs and databases using SQL to get to the root of issues.
  • You have experience with support tools like Intercom or Zendesk and thrive in chat-based support.
  • You enjoy working closely with engineering teams to escalate and resolve complex issues.
  • Your communication skills in English are excellent; you can explain technical details clearly.
  • You love taking ownership of customer problems from start to finish and documenting what you learn.
  • You're proactive, organized, and thrive in fast-paced startup environments.
  • Bonus: Experience troubleshooting API and integration issues (AWS, Azure, Google Cloud, etc.).

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