Senior Technical Support Specialist

We’re looking for a Senior Technical Support Engineer who can troubleshoot with empathy, solve with precision, and handle complexity with calm. You'll be the go-to person for high-priority technical issues—owning customer interactions, collaborating with engineering, and closing the loop with clarity and speed.

Key Responsibilities

• Advanced Technical Troubleshooting:

  Diagnose and resolve product or platform issues across systems, integrations, and user environments.

• Customer Interaction:

  Handle escalated tickets, ensure timely resolution, and maintain excellent customer satisfaction scores.

• Knowledge Building:

  Create detailed documentation, FAQs, and runbooks for recurring issues and edge-case handling.

• Cross-Functional Collaboration:

  Work closely with Engineering, Product, QA, and Customer Success teams to escalate and resolve complex issues.

• Tool & Ticket Management:

  Use platforms like Zendesk, Jira, Salesforce, Freshdesk, or custom ticketing tools for case tracking and reporting.

• Process Improvement:

  Identify gaps in support operations and recommend optimizations for efficiency, quality, and scalability.

• Mentorship:

  Guide junior team members, review technical responses, and support onboarding of new support engineers.

Must-Have Skills

• 4–8 years in technical support or customer-facing engineering roles
• Strong foundation in [choose relevant: Linux, Windows, networking, APIs, SaaS platforms, SQL, etc.]
• Solid problem-solving mindset—can break down vague or unfamiliar issues systematically
• Clear, concise communication—both written and verbal
• Comfortable working with logs, monitoring tools, and basic debugging
• Experience handling enterprise clients or high-priority escalations