Customer Support Specialist

About The Role

The Customer Support Specialist is the first point of contact for customers using a cloud-based software platform, helping them troubleshoot account access, integrations, APIs, user permissions, billing workflows, and product configuration issues. The role combines clear customer communication with practical technical investigation across web applications, browser behavior, HTTP requests, and system logs. The specialist manages a high-volume support queue while maintaining strong response and resolution standards. The role matters because every interaction protects customer productivity, surfaces recurring product issues, and gives product and engineering teams actionable insight into how the platform performs in real-world environments.

Key Responsibilities

• Resolve customer issues through email, chat, and support tickets using Zendesk, Intercom, or similar case-management tools
• Troubleshoot login, SSO, permissions, integrations, API requests, webhooks, and browser-specific product behavior
• Reproduce reported issues, capture steps and evidence, and escalate confirmed defects to engineering through Jira or a similar issue-tracking system
• Use browser developer tools, request logs, API documentation, and basic SQL or data queries to investigate customer-reported problems
• Document accurate case notes, technical findings, workarounds, and resolution steps in the support platform and knowledge base
• Identify recurring issues and share structured trends with product, engineering, and customer success teams
• Meet established service-level targets for first response, resolution time, ticket quality, and customer satisfaction

What We Are Looking For

• 1-3 years of experience in customer support, technical support, help desk, or a related customer-facing technology role
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users
• Working knowledge of SaaS applications, REST APIs, HTTP status codes, JSON, browser developer tools, and common authentication concepts
• Hands-on experience with support and collaboration tools such as Zendesk, Intercom, Jira, Slack, Salesforce, or comparable platforms
• Strong troubleshooting judgment, attention to detail, and organization in a high-volume support environment
• Bachelor's degree in information systems, computer science, communications, or a related field; equivalent technical support experience may substitute
• Bonus: Experience supporting SSO providers, webhooks, developer tools, SQL queries, API clients such as Postman, or customers in a B2B SaaS environment