Customer Support Specialist

The role serves as the primary technical interface for users, diagnosing complex software issues and guiding them toward rapid, effective resolutions.

The team bridges the gap between end users and engineering, transforming technical friction into seamless product experiences and long-term customer trust.

Key Responsibilities

• Diagnose and troubleshoot complex technical software issues via ticketing systems, live chat, and video calls
• Reproduce reported bugs in staging environments and document clear steps for the engineering team
• Manage ticket lifecycles efficiently while meeting SLA, resolution time, and CSAT targets
• Write and update comprehensive internal knowledge base articles and external documentation
• Analyze recurring support tickets to identify product bottlenecks and advocate for feature improvements
• Assist users with API integrations, webhook configurations, and basic database queries

• 1-3 years of technical support or customer-facing engineering experience in a SaaS environment
• Proficiency with helpdesk platforms such as Zendesk, Intercom, or Jira Service Management
• Familiarity with REST APIs, JSON, browser developer tools, and basic log analysis
• Demonstrated ability to communicate technical concepts clearly to non-technical users
• Bonus: Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience