Technical Support Specialist – Remote Full Time

We are looking for a customer-focused and technically strong Technical Support Specialist to join our growing team. This role is ideal for someone who enjoys solving problems, simplifying technical challenges for users, and delivering a high-quality support experience in fast-paced environments.

You will act as a key bridge between customers, product teams, and engineering by troubleshooting issues, resolving technical concerns, and ensuring users get the maximum value from the platform.

Key Responsibilities

• Provide technical support to customers via email, chat, calls, and ticketing systems
• Diagnose, troubleshoot, and resolve software, platform, and user-related issues
• Investigate technical problems by analyzing logs, system behavior, and customer-reported incidents
• Coordinate with engineering and product teams for issue escalation and resolution
• Ensure timely responses and adherence to defined SLAs
• Guide customers through product features, configurations, and troubleshooting steps
• Maintain accurate documentation of issues, resolutions, and support processes
• Identify recurring problems and proactively suggest improvements
• Assist in onboarding and educating users on product functionality and best practices
• Deliver a professional, empathetic, and solution-oriented customer experience

Required Skills & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field
• 2–5 years of experience in technical support, product support, or customer support roles
• Strong understanding of SaaS platforms, web applications, and software troubleshooting
• Familiarity with ticketing tools such as Zendesk, Freshdesk, Jira, or ServiceNow
• Basic understanding of APIs, databases, networking, and cloud environments
• Ability to read logs and identify root causes of technical issues
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Ability to handle multiple support requests in a fast-paced environment
• Comfortable working independently in remote work setups

Good to Have

• Experience supporting B2B SaaS products
• Exposure to SQL queries and API testing tools like Postman
• Understanding of Linux/Unix environments
• Knowledge of CRM or customer success tools
• Experience working with global customers across different time zones