Senior Technical Support Specialist
1 day ago
Role Overview
Our organization is seeking an experienced technical professional to fill a Senior Technical Support Specialist position. This role will involve collaborating with clients and internal teams to resolve complex technical issues, manage projects, and ensure operational excellence.
The successful candidate will have a strong understanding of software systems, APIs, databases, and cloud-based infrastructure, as well as expertise in project management tools and reporting platforms. Excellent communication and stakeholder management skills are also essential for this role.
Key Responsibilities
- Provide advanced technical support to clients, resolving high-priority issues with urgency and precision.
- Lead root cause analysis (RCA) efforts, collaborating with engineering and product teams to drive permanent fixes and continuous improvement.
- Establish and uphold support best practices, authorizing detailed knowledge base articles, runbooks, and diagnostic procedures for both internal teams and customers.
- Monitor SLA adherence for response and resolution times and proactively implement measures to exceed customer satisfaction (CSAT) expectations.
- Guide and mentor junior support engineers, fostering technical growth and enhancing team performance.
Requirements
- 10–15 years of professional experience in technical support, systems engineering, or customer-facing IT services.
- Minimum 5+ years in managing customer-facing technical projects or enterprise implementations.
- Deep understanding of complex software systems, APIs, databases, and cloud-based infrastructure.
- Expertise with project management tools (e.g., JIRA, Asana, MS Project) and reporting platforms.
- Excellent communication and stakeholder management skills, with the ability to influence at senior levels.
- Demonstrated ability to mentor and lead technical teams, and to drive alignment across business and technical functions.
Preferred Qualifications
- PMP, PRINCE2, or equivalent Project Management certification.
- Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, ServiceNow).
- Previous experience in SaaS, enterprise software, or IT infrastructure environments.
- Prior success working with enterprise B2B clients in regulated or high-compliance sectors (e.g., healthcare, finance, telecom).
Skills & Traits
- Strategic problem solver: approaches challenges with critical thinking, balancing short-term fixes with long-term solutions.
- Operational leader: brings structure, efficiency, and clarity to complex projects and support processes.
- Customer advocate: consistently represents client needs and ensures exceptional service delivery at every touchpoint.
- Collaborative influencer: navigates cross-functional dynamics effectively to unite teams around common goals.
- Results-driven professional: takes full ownership of outcomes and continually seeks ways to improve performance and customer value.
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