Customer Support Specialist

About The Role The role is the first point of contact for customers of a cloud-based SaaS platform, diagnosing and resolving technical issues across APIs, integrations, and account configurations before they escalate. This position bridges customers and engineering — every ticket solved cleanly makes the product better, and every pattern surfaced prevents the next outage. The team handles a high volume of inbound conversations and is measured on speed, accuracy, and customer satisfaction. Key Responsibilities Own and resolve a queue of 30-50 daily customer tickets across email, chat, and phone using ZendeskDiagnose technical issues involving REST APIs, webhooks, OAuth, and third-party integrations using browser dev tools, Postman, and log inspectionReproduce bugs, write clear documentation, and escalate verified issues to engineering with actionable detailAuthor and maintain help-center articles, troubleshooting guides, and internal knowledge base documentationTrack recurring issue trends and deliver weekly reports to product and engineering stakeholdersOwn key support metrics including first response time, resolution time, and CSAT targetsServe as escalation point for VIP accounts and high-severity incidents during assigned coverage windows What We Are Looking For 3-5 years of technical support or customer support experience, ideally at a SaaS or technology companyStrong technical aptitude: comfortable reading API documentation, inspecting JSON payloads, and interpreting error logsHands-on experience with help-desk platforms (Zendesk, Intercom, or similar) and CRMs like SalesforceExcellent written communication — able to explain technical concepts clearly to both developers and non-technical usersBachelor's degree in a technical field or equivalent practical experienceExperience working remotely and collaborating asynchronously with engineering teamsBonus: SQL proficiency, scripting experience (Python or Bash), prior on-call or incident-response experience, or familiarity with identity/auth flows (SSO, SAML)