Customer Support Specialist

About The Role The role serves as the primary technical point of contact for customers, diagnosing complex software issues and guiding users to rapid, effective resolutions. The team bridges the gap between end users and engineering, turning troubleshooting insights into systemic product improvements and robust documentation. Key Responsibilities Investigate and resolve complex technical inquiries via ticketing systems, live chat, and video calls Reproduce software bugs, capture network logs, and file detailed Jira tickets for the engineering team Partner with product and engineering to triage critical incidents and communicate status updates to affected users Write and maintain internal and external knowledge base articles, troubleshooting guides, and API documentation Analyze support ticket trends to identify recurring friction points and advocate for product enhancements Achieve and maintain high standards for customer satisfaction (CSAT), first-response time, and resolution rate What We Are Looking For 1-3 years of technical support, customer engineering, or IT helpdesk experience in a SaaS environment Working knowledge of web technologies, APIs, SQL, and log analysis tools Exceptional written and verbal communication skills with the ability to explain technical concepts to non-technical users Hands-on experience with modern support platforms such as Zendesk, Intercom, or Salesforce Service Cloud Bachelor's degree in Computer Science, Information Systems, or equivalent practical experience Bonus: Experience writing scripts in Python or JavaScript for automation and debugging #J-18808-Ljbffr