Customer Support Specialist

About The Role The role serves as the critical technical interface for customers, diagnosing complex software issues and guiding users to rapid, effective resolutions. The team bridges the gap between end-users and engineering, turning technical friction into seamless product experiences and high customer retention. Key Responsibilities Troubleshoot technical inquiries, API errors, and system integrations via ticketing systems, live chat, and video calls Reproduce complex bugs, document exact steps, and file detailed bug reports using Jira for the engineering team Analyze recurring support patterns and collaborate with product teams to prioritize feature requests and fixes Maintain and author comprehensive internal and external documentation within the knowledge base Monitor system health dashboards and alert engineering leads during service degradations or outages Exceed SLAs for initial response time, time-to-resolution, and customer satisfaction CSAT scores What We Are Looking For 1-3 years of technical support or customer success experience in a B2B SaaS environment Working knowledge of web technologies, HTTP protocols, JSON, REST APIs, and log analysis Hands-on familiarity with modern support ticketing tools such as Zendesk, Intercom, or Salesforce Service Cloud Exceptional written and verbal communication skills with the ability to explain technical concepts to non-technical users Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience Bonus: Experience with basic SQL queries, Python scripting, or ITIL foundations framework