Technical Support Specialist
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Job Description
Technical Support Specialist troubleshooting escalations and providing technical support for complex systems. Collaborating with engineering teams to ensure customer satisfaction in a fast-paced environment.
Responsibilities:
- Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
- Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause.
- Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
- Provide guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness.
- Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets.
- Maintain accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction.
- Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly.
- Contribute to internal playbooks to improve team's autonomy and reduce dependency on central teams.
Requirements:
- 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.
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