Technical Support Specialist

We’re looking for a Technical Support Specialist who can bridge the gap between users and technology. This role goes beyond responding to queries—you’ll diagnose issues, resolve them efficiently, and ensure users can rely on the product without friction.

You’ll work closely with engineering, product, and customer success teams to identify recurring problems, improve systems, and elevate the overall support experience.

Key Responsibilities

Provide timely and effective technical support via email, chat, or calls Diagnose, troubleshoot, and resolve software and system issues Reproduce reported bugs and clearly document them for engineering teams Guide users through step-by-step solutions in a clear, non-technical manner Manage and prioritize support tickets based on severity and impact Monitor system alerts and proactively address potential issues Maintain detailed documentation of issues, resolutions, and workflows Collaborate with product and engineering teams to improve product reliability Identify recurring issues and recommend long-term fixes or process improvements

Required Skills & Experience

Strong problem-solving and analytical thinking abilities Good understanding of operating systems (Windows, macOS, Linux basics) Familiarity with ticketing tools like Zendesk, Freshdesk, or ServiceNow Basic knowledge of networking concepts (DNS, IP, HTTP/HTTPS) Experience with troubleshooting web or SaaS-based applications Ability to read logs and identify root causes of issues