Customer Support Specialist

About The Role The role is the front line of technical support for a SaaS platform serving thousands of business users, resolving tickets across email, chat, and phone while digging into API errors, integrations, and account configuration issues. Support directly shapes retention at scale. The role turns frustrated users into advocates and feeds reproducible bug reports, trend data, and product feedback straight to engineering and product teams. Key Responsibilities Resolve 40-60 customer tickets daily across Zendesk, chat, and phone, covering billing, account setup, API errors, and product defectsTroubleshoot technical issues using browser dev tools, API logs, and internal admin tooling; document clear reproduction steps before escalationEscalate complex bugs to engineering through Jira with complete context, and own those tickets through resolution and customer follow-upWrite and maintain help-center articles, macros, and internal runbooks to deflect repeat contactsTrack emerging issue trends and report weekly summaries with ticket volume, CSAT, and root-cause insights to product and engineeringMeet and maintain response-time, first-contact resolution, and CSAT targets in a fast-paced queueContribute to support process improvements, including tooling evaluations and knowledge-base restructures What We Are Looking For 2+ years of customer support, technical support, or customer success experience, ideally at a SaaS or technology companyStrong written and verbal communication skills with the ability to explain technical concepts to non-technical usersHands-on familiarity with help-desk platforms (Zendesk, Intercom, or similar) and CRM systems (Salesforce or similar)Basic technical fluency: reading API responses, understanding HTTP status codes, and using browser developer tools for triageAbility to manage a high-volume queue while keeping documentation organized and accurateTrack record of owning complex issues end-to-end and following through with customers until resolutionBonus: SQL or spreadsheet modeling skills, experience with REST APIs and tools like Postman, prior experience supporting developer-facing products, or a technical certification (e.g., CompTIA, AWS Cloud Practitioner)