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 callsReproduce software bugs, capture network logs, and file detailed Jira tickets for the engineering teamPartner with product and engineering to triage critical incidents and communicate status updates to affected usersWrite and maintain internal and external knowledge base articles, troubleshooting guides, and API documentationAnalyze support ticket trends to identify recurring friction points and advocate for product enhancementsAchieve 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 environmentWorking knowledge of web technologies, APIs, SQL, and log analysis toolsExceptional written and verbal communication skills with the ability to explain technical concepts to non-technical usersHands-on experience with modern support platforms such as Zendesk, Intercom, or Salesforce Service CloudBachelor's degree in Computer Science, Information Systems, or equivalent practical experienceBonus: Experience writing scripts in Python or JavaScript for automation and debugging