The Technical Support Specialist is responsible for providing timely, professional, and effective technical assistance to customers and internal teams. This role involves investigating and resolving software, hardware, system, and connectivity issues while ensuring a positive customer experience.

The specialist will diagnose technical problems, guide users through solutions, document incidents, and escalate complex issues when required. They will also collaborate with Engineering, Product, Quality Assurance, and Customer Success teams to identify recurring problems, improve support processes, and contribute to the overall reliability of our products and services.

Once Here, You Will:

• Respond to customer technical inquiries through email, chat, phone, or support ticketing systems.
• Investigate, diagnose, and resolve software, hardware, configuration, and connectivity issues.
• Guide customers through clear, step-by-step troubleshooting procedures.
• Reproduce reported issues and collect relevant information, including screenshots, logs, error messages, and system details.
• Prioritize and manage support requests based on urgency, business impact, and service-level commitments.
• Escalate complex or unresolved technical issues to the appropriate Engineering, Product, or Infrastructure teams.
• Keep customers informed about the progress and resolution of their support requests.
• Document incidents, solutions, workarounds, and known issues in the internal knowledge base.
• Identify recurring technical problems and recommend improvements to products, documentation, and support processes.
• Assist with product configuration, user onboarding, account access, and system setup.
• Test proposed solutions and confirm that reported issues have been fully resolved.
• Monitor support trends and contribute to reports on ticket volumes, response times, resolution times, and customer satisfaction.
• Maintain a strong understanding of the company’s products, services, integrations, and technical environment.
• Stay up to date with product releases, new features, system changes, and support best practices.

What You Will Bring Along:

• Previous experience in technical support, IT support, customer support, service desk, or a similar role.
• Strong troubleshooting, analytical, and problem-solving skills.
• Ability to communicate technical information clearly to both technical and non-technical users.
• Experience using ticketing or customer support platforms such as Zendesk, Jira Service Management, Freshdesk, ServiceNow, or similar tools.
• Ability to gather, organize, and document technical information accurately.
• Strong written and verbal communication skills.
• A customer-focused approach with patience, empathy, and professionalism.
• Ability to manage multiple support requests and prioritize work effectively.
• Comfortable working independently and collaborating with cross-functional teams.
• Basic understanding of operating systems, web applications, networks, browsers, APIs, databases, or cloud-based platforms.
• Ability to follow established support procedures while taking initiative when investigating unfamiliar issues.
• Willingness to work in a fast-paced environment and adapt to changing priorities.

Desirable Skills:

• Proven experience supporting software-as-a-service products or web-based applications.
• Familiarity with Windows, macOS, Linux, Android, or iOS environments.
• Experience reviewing application logs, browser developer tools, or system diagnostic information.
• Basic knowledge of SQL, APIs, JSON, HTTP, or command-line tools.
• Experience working with Jira, Confluence, CRM platforms, or knowledge-management systems.
• Understanding of ITIL principles, incident management, and service-level agreements.
• Experience working in an Agile or Scrum product-development environment.
• Familiarity with remote-support and monitoring tools.
• Experience supporting integrations, payment systems, or third-party applications.
• Relevant technical certifications or an educational background in Information Technology, Computer Science, Engineering, or a related field are considered an advantage.

Success in This Role

Success in this position means resolving technical issues accurately and efficiently, communicating clearly with customers, maintaining thorough documentation, and helping the wider organization identify and prevent recurring problems. The ideal candidate is technically curious, customer-oriented, organized, and committed to delivering a reliable and positive support experience.