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Technical Support Specialist
Skills
Computer ScienceSoftware As A ServiceAdoptionAirline TicketingDbsDatabasesInterest Rates
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor’s degree in Computer Science Information Technology or related field or equivalent practical experience
- 2+ years of experience in a technical support role at a software company
- Strong troubleshooting skills with the ability to diagnose complex technical issues
- Familiarity with APIs databases SQL log monitoring and error monitoring
- Excellent verbal and written communication skills for non-technical users
- Strong problem-solving abilities and customer-oriented mindset
- Experience with ticketing systems and support tools such as Intercom Zendesk Linear or JIRA
- Experience with HR systems ATSs and multi-product suites preferred
Nice to have
- Collaborative
- Ambitious
- Forward-thinking
- Can-do attitude
- Sense of ownership
- Comfort with ambiguity
- Customer-focused
- Problem-solving
Day to day
- Respond to customer inquiries promptly and professionally in Intercom while delivering workarounds and alternate solutions
- Diagnose and troubleshoot software issues using logs API testing backend settings and integration partner coordination
- Collaborate with engineering support engineering and product teams to resolve technical problems create RCA documentation and improve support processes
- Create and maintain technical documentation onboarding materials and troubleshooting guides while tracking SLA and CSAT metrics