Customer Support Specialist

About

The Role

The role serves as the primary technical point of contact for customers, diagnosing complex software issues and guiding users to rapid resolutions.

The role serves as the primary technical point of contact for customers, diagnosing complex software issues and guiding users to rapid resolutions.

The team bridges the gap between end users and engineering, turning technical friction points into valuable product feedback and resilient system improvements.

• Diagnose and resolve complex technical customer inquiries via ticketing systems, live chat, and video calls
• Investigate software bugs by reviewing application logs, inspecting API requests, and reproducing issues in test environments
• Escalate critical incidents to engineering and product teams with detailed technical summaries and reproduction steps
• Author and maintain comprehensive internal knowledge base documentation and customer‑facing troubleshooting guides
• Analyze recurring support ticket trends to identify product gaps and advocate for feature improvements
• Achieve and maintain high standards for first‑response time, customer satisfaction, and ticket resolution speed

• 1-3 years of experience in technical support, customer engineering, or system administration within a SaaS environment
• Working knowledge of web technologies, HTTP protocols, REST APIs, and reading JSON payloads
• Proficiency with modern help‑desk software and bug‑tracking tools such as Zendesk, Intercom, and Jira
• Exceptional written and verbal communication skills with the ability to explain technical concepts to non‑technical users
• Bachelor degree in Computer Science, Information Technology, or equivalent practical experience
• Bonus:
  Experience writing SQL queries, basic scripting in Python or JavaScript, or familiarity with cloud infrastructure like AWS