Technical Support Specialist

Technical Support Specialist

The Technical Support specialist operates as the technical backbone of our support model. Each team is designed to provide deep expertise, faster resolution cycles, and end-to-end ownership of customer issues across our complex product ecosystem. Technical Support specialists act as the escalation point, ensuring that advanced technical challenges are diagnosed quickly, solved effectively, and documented for continuous improvement.

Key responsibilities include:

• Owning all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
• Performing advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause.
• Partnering closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
• Providing guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness.
• Identifying recurrent patterns in escalations and collaborating with team leads to drive improvements in tools, processes, and knowledge assets.
• Maintaining accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction.
• Participating in structured workflows for major incidents, providing technical insight and helping restore service quickly.
• Contributing to internal playbooks to improve team's autonomy and reduce dependency on central teams.

Required skills and experience include:

• 2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments.
• Strong analytical and troubleshooting skills across application, network, and system layers.
• Ability to interpret logs, API responses, error traces, and configuration discrepancies.
• Experience working within structured support models or with cross-functional engineering teams.
• Excellent written and verbal communication skills, capable of translating technical findings into clear and actionable updates.
• High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards.

Nice to have:

• Familiarity with distributed systems, integrations, or workflow automation.
• Experience with SQL, scripting, or basic debugging.
• Exposure to support operations with large user populations and complex platform dependencies.
• Experience contributing to or improving internal knowledge systems.