Technical Support Specialist
1 day ago
We are seeking a highly skilled Technical Support Specialist to join our team. As a key member of our support function, you will be responsible for providing exceptional customer service and technical expertise to our clients.
Job Description:
- You will own real-time customer interactions via chat, responding with empathy and speed.
- Analyze issues, review logs, query databases, and escalate when needed.
- Run pre-release checks to stay current on new features and ensure product stability.
- Create and maintain knowledge base articles, videos, and internal documentation.
- Shape how we do support by building workflows, tools, and best practices.
- Train Customer Success Managers on product features and common issues.
- Set the standard for future support hires and help scale the function.
Requirements:
- 2–5 years of experience in technical product support in a B2B SaaS environment.
- Comfortable analyzing logs and databases using SQL to get to the root of issues.
- Experience with support tools like Intercom or Zendesk and thrive in chat-based support.
- Enjoy working closely with engineering teams to escalate and resolve complex issues.
- Excellent communication skills in English; able to explain technical details clearly.
- Taking ownership of customer problems from start to finish and documenting what you learn.
- Proactive, organized, and thrive in fast-paced startup environments.
- Bonus: Experience troubleshooting API and integration issues (AWS, Azure, Google Cloud, etc.).
About You:
We offer a dynamic work environment that values innovation, teamwork, and continuous learning. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer experiences, we encourage you to apply.
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