Technical Support Specialist
Posted 2 hours ago
You'll apply on the company's website.
About the Role
This Technical Support Specialist position is essential for delivering advanced help to users working within intricate software and API-integrated systems. You will handle technical requests via an internal ticketing platform, guaranteeing that all user concerns are settled precisely and in accordance with defined service level agreements. Serving as the main contact for technical problem-solving, you act as an important link between clients and specialized engineering staff to provide an efficient support experience. Working within a remote-first organization dedicated to high performance, this role allows you to operate in a professional setting that values long-term stability and excellence. You will join a team focused on both immediate issue resolution and the enhancement of the broader support infrastructure. Through meticulous documentation and the adjustment of internal workflows, you will assist in expanding technical expertise throughout the firm while communicating professionally with an international client base.
Requirements
- You must have a minimum of 2 years in professional technical support, including at least 1 year in a Tier 1 role at a software or SaaS firm.
- You need to be skilled with tools such as Insomnia, cURL, or Postman to recreate API concerns and evaluate payloads while upholding data privacy rules.
- You should be proficient with standard ticketing software like Jira Service Management, Freshdesk, or Zendesk.
- You must have English fluency at a C1 level or higher to communicate effectively with a global clientele.
- You are required to be available during US business hours.
- Experience with API-based products, relevant certifications or computer science education, and a background in writing internal documentation are considered beneficial.
Responsibilities
- You will categorize incoming user reports, emphasizing API-related errors, and decide on the best way to resolve them.
- You will utilize technical diagnostic instruments to recreate complex problems and pinpoint underlying causes.
- You will scrub private customer information prior to processing and manage a high quantity of Tier 1 support requests.
- You will pass issues to Tier 2 teams when necessary, including detailed information such as specific reproduction steps, error logs, and previous testing outcomes.
- You will keep consistent and prompt contact with customers throughout the resolution process.
- You will record repetitive issues in a central knowledge base to support self-service capabilities.
- You will offer constructive input on escalation trends to assist in the improvement of support workflows and product manuals.
Benefits & Perks
- The position includes a competitive pay package and a completely remote working schedule.
- You will receive one-on-one mentoring from global subject matter experts and gain entry to persistent professional development tools.
- You will have the chance to earn team rewards and acknowledgment based on performance metrics like report accuracy and CRM maintenance.
- You are eligible for a substantial amount of paid time off.
- If you are located in the Philippines, you will receive HMO health insurance coverage once you have completed three months of service.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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