Customer Support Specialist

About The Role The role serves as the critical touchpoint for technical troubleshooting, diagnosing complex product issues and guiding users to rapid resolutions. The team acts as a bridge between customers and engineering, turning everyday support interactions into actionable product insights. Key Responsibilities Troubleshoot complex technical issues across API integrations, authentication flows, and software configurations Reproduce reported bugs in staging environments and document clear steps for the engineering team Resolve customer escalations via email, ticketing systems, and live chat within established SLAs Analyze support ticket trends to identify systemic product friction and advocate for feature improvements Create, maintain, and update internal knowledge base articles and external documentation Contribute to on‑call rotation schedules for urgent after‑hours customer issues What We Are Looking For 1-3 years of technical support or customer success experience in a software or SaaS environment Familiarity with web technologies, REST APIs, JSON, and reading server logs Hands‑on experience with modern help‑desk ticketing platforms 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 degree in Computer Science, Information Technology, or a related field Bonus: Experience writing SQL queries or basic Python scripts for log analysis #J-18808-Ljbffr