Technical Support Expert

5 days ago

Islamabad, Islamabad, Pakistan beBeeCustomerSupport Full time
Technical Support Expert

We are seeking a highly skilled and detail-oriented Technical Support Specialist to join our growing support team. This role is ideal for someone with experience handling escalated and technically complex customer issues, particularly those involving API workflows and backend processes. The ideal candidate will serve as a bridge between the frontline support team and engineering, ensuring timely and effective resolution of advanced support tickets.

Job Summary

This is an exceptional opportunity for a seasoned Technical Support Specialist to work with a talented team of professionals. As a Technical Support Expert, you will be responsible for providing top-notch technical assistance to customers, resolving complex technical issues, and collaborating with cross-functional teams to drive continuous improvement.

Responsibilities
  • Provide technical assistance to customers via phone, email, or chat, and resolve complex technical issues in a timely and effective manner.
  • Collaborate with Tier 3 (Engineering, Product, and DevOps teams) to address bugs, product limitations, or deep technical issues.
  • Document solutions, create internal knowledge base articles, and contribute to improving support processes.
  • Assist in onboarding and training Tier 1 reps on common escalation patterns and technical workflows.
  • Maintain clear communication with customers during the troubleshooting and resolution process.
Requirements
  • 2–4 years of experience in a Tier 2 or Technical Support role, preferably in a SaaS or technology-driven environment.
  • Proven experience managing customer escalations and resolving complex issues.
  • Strong understanding of APIs (REST, JSON, webhooks) and experience with API testing tools (e.g., Postman).
  • Familiarity with backend systems, system logs, and general troubleshooting methodologies.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving abilities.
Benefits

This is an excellent opportunity to grow your career and develop your skills in a dynamic and supportive environment.

Seniority Level

Mid-Senior level

Employment Type

Full-time

Job Function

Information Technology

Industries

Outsourcing/Offshoring

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