Software Technical Support Specialist
2 days ago
Technical Support Specialist
We are seeking a skilled Technical Support Specialist to join our fast-paced SaaS organization. The successful candidate will play a critical role in supporting customers, ensuring smooth operations, and maintaining customer trust.
This role is ideal for someone who thrives in dynamic environments and is passionate about solving customer challenges with empathy and technical expertise.
- Act as the first point of contact for customers to troubleshoot and resolve technical issues across our SaaS platform.
- Deliver exceptional support with strong spoken and written English communication.
- Provide technical support for UK and USA-based customers, understanding their specific product workflows, expectations, and cultural nuances.
- Respond to customer queries via email, chat, and calls in a timely, empathetic, and effective manner.
- Diagnose, replicate, and escalate software issues to the engineering team with detailed logs, steps, and reports.
- Collaborate with product and development teams to improve platform stability, customer satisfaction, and feature adoption.
- Document known issues, fixes, and create knowledge base articles for both internal and external use.
- Assist customers with onboarding, integrations, and platform configurations to ensure smooth adoption.
- Monitor system health, uptime, and incident alerts, responding proactively to minimize downtime.
- Suggest improvements in support processes, automation, and workflows to improve efficiency and resolution times.
Requirements:
- Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
- 1–3 years of experience in technical support, SaaS, or mobility/dispatch software.
- Prior experience supporting UK and USA-based SaaS products (understanding of customer expectations, SLAs, and compliance).
- Strong knowledge of web technologies (Angular, REST APIs, Cloud platforms).
- Hands-on experience with troubleshooting tools, logs, and debugging techniques.
- Familiarity with SaaS platforms, CRM, and ticketing systems.
- Excellent written and verbal communication with a customer-first mindset.
- Ability to manage multiple priorities in a fast-paced startup environment.
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