Technical Support Associate

About the role

Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues
Gather and document all relevant information for reported issues, ensuring accurate case creation and updates
Apply standard troubleshooting techniques and validated fixes under guidance from senior team members
Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details
Reproduce reported issues in internal environments to support investigations
Follow up with customers to ensure issues are resolved to satisfaction
Maintain clear, professional communication with customers throughout the support process
Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing

Role Responsibilities

• Provide first-line technical support to enterprise customers mainly via live chat, investigating and resolving platform issues
• Gather and document all relevant information for reported issues, ensuring accurate case creation and updates
• Apply standard troubleshooting techniques and validated fixes under guidance from senior team members
• Escalate more complex or critical issues to Technical Support Specialists or Engineering with clear diagnostic details
• Reproduce reported issues in internal environments to support investigations
• Follow up with customers to ensure issues are resolved to satisfaction
• Maintain clear, professional communication with customers throughout the support process
• Document solutions, troubleshooting steps, and new learnings for internal knowledge sharing

About You

• 1 to 3 years’ experience in a technical support, helpdesk, or customer-facing technical role (or equivalent practical experience)
• Strong interest in software, systems troubleshooting, and delivering excellent customer outcomes
• Cheap confident and clear communicator, with the ability to explain technical concepts to non-technical users
• Highly organised with strong analytical and problem-solving skills, and attention to detail
• Comfortable taking ownership of issues and managing multiple cases in parallel
• Curious, proactive learner who enjoys developing technical depth and understanding new tools
• Collaborative team player who contributes positively to team discussions and continuous improvement

Technical Experience (Preferred But Not Required)

• Basic understanding of SaaS platforms and web technologies
• Familiarity with basic browser troubleshooting and developer tools
• Experience using ticketing systems such as Intercom, Jira, or Salesforce
• Awareness of SSO concepts and authentication flows
• Interest in APIs, data analysis, or system integrations
• Exposure to log analysis or monitoring platforms (e.g. Datadog)