Senior Technical Support Specialist
4 weeks ago
You'll be the go-to person for high-priority technical issues—owning customer interactions, collaborating with engineering, and closing the loop with clarity and speed.
Key Responsibilities Advanced Technical Troubleshooting: Diagnose and resolve product or platform issues across systems, integrations, and user environments.
Customer Interaction: Handle escalated tickets, ensure timely resolution, and maintain excellent customer satisfaction scores.
Knowledge Building: Create detailed documentation, FAQs, and runbooks for recurring issues and edge-case handling.
Cross-Functional Collaboration: Work closely with Engineering, Product, QA, and Customer Success teams to escalate and resolve complex issues.
Tool & Ticket Management: Use platforms like Zendesk, Jira, Salesforce, Freshdesk, or custom ticketing tools for case tracking and reporting.
Process Improvement: Identify gaps in support operations and recommend optimizations for efficiency, quality, and scalability.
Mentorship: Guide junior team members, review technical responses, and support onboarding of new support engineers.
Must-Have Skills4–8 years in technical support or customer-facing engineering roles Strong foundation in (choose relevant: Linux, Windows, networking, APIs, Saa S platforms, SQL, etc.)Solid problem-solving mindset—can break down vague or unfamiliar issues systematically Clear, concise communication—both written and verbal Comfortable working with logs, monitoring tools, and basic debugging Experience handling enterprise clients or high-priority escalations
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