Technical Support Specialist

You will be responsible for managing and resolving L1 technical support tickets end-to-end, ensuring timely, accurate, and high-quality resolutions aligned with SLAs and KPIs. This includes troubleshooting platform issues, maintaining clear communication with customers, and ensuring proper ticket documentation and escalation where needed.

• Own and resolve customer support tickets across the platform, ensuring structured diagnostics and timely resolution
• Provide clear, empathetic, and proactive communication throughout the customer support lifecycle
• Maintain ticket hygiene, SLA compliance, and consistent adherence to support processes
• Create and update knowledge base articles to improve internal efficiency and self-service capabilities
• Troubleshoot issues involving APIs, integrations, SaaS systems, and data flows
• Collaborate with engineering, product, and cross-functional teams for issue resolution and escalation
• Participate in 24x7 on-call rotations and ensure uninterrupted customer support coverage
• Contribute to continuous improvement of support workflows and operational best practices

Requirements

This role requires 1–3 years of experience in technical support, IT helpdesk, customer success, or related customer-facing technical roles, with strong analytical and communication abilities. You should be comfortable working in a fast-moving SaaS environment and handling multiple concurrent cases with precision and accountability.

• 1–3 years of experience in technical support, IT helpdesk, SaaS, CRM, or related fields
• Strong troubleshooting skills with a structured and logical problem-solving approach
• Excellent written and verbal communication skills in English
• Familiarity with SaaS platforms, APIs, web technologies, or cloud-based systems
• Ability to work with ticketing systems and meet SLAs in a performance-driven environment
• Strong multitasking, prioritization, and organizational skills
• Customer-first mindset with empathy and professionalism in all interactions
• Eagerness to learn, adapt, and grow in a technical environment
• Exposure to marketing technology, eCommerce, or AI-assisted tools is a plus

Benefits

• Competitive compensation package aligned with experience
• Fully remote-friendly work culture with global collaboration opportunities
• Exposure to advanced AI-driven platforms and modern SaaS technologies
• Learning and development opportunities in technical support and digital commerce
• Opportunity to work in a global, cross-functional, high-growth environment
• Performance-driven culture with strong focus on career growth
• Health, wellness, and employee support programs (as applicable)

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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