Technical Support Specialist

We’re looking for a Technical Support Specialist who can bridge the gap between users and technology. This role goes beyond responding to queries—you’ll diagnose issues, resolve them efficiently, and ensure users can rely on the product without friction.You’ll work closely with engineering, product, and customer success teams to identify recurring problems, improve systems, and elevate the overall support experience.Key ResponsibilitiesProvide timely and effective technical support via email, chat, or callsDiagnose, troubleshoot, and resolve software and system issuesReproduce reported bugs and clearly document them for engineering teamsGuide users through step-by-step solutions in a clear, non-technical mannerManage and prioritize support tickets based on severity and impactMonitor system alerts and proactively address potential issuesMaintain detailed documentation of issues, resolutions, and workflowsCollaborate with product and engineering teams to improve product reliabilityIdentify recurring issues and recommend long-term fixes or process improvementsRequired Skills & ExperienceStrong problem-solving and analytical thinking abilitiesGood understanding of operating systems (Windows, macOS, Linux basics)Familiarity with ticketing tools like Zendesk, Freshdesk, or ServiceNowBasic knowledge of networking concepts (DNS, IP, HTTP/HTTPS)Experience with troubleshooting web or SaaS-based applicationsAbility to read logs and identify root causes of issues

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