Technical Support Specialist
We are seeking a skilled Technical Support Specialist to join our team.
This is an exciting opportunity for someone who enjoys troubleshooting and resolving technical issues. As a Technical Support Specialist, you will play a critical role in providing exceptional support to our customers.
About the Role
In this role, you will be responsible for investigating, debugging, and reproducing technical issues. You will also work closely with our development team to identify and resolve issues efficiently.
You will have a comprehensive understanding of our product suite and will be able to communicate complex technical information to both technical and non-technical stakeholders.
* Key Responsibilities:
* Investigate and resolve technical issues promptly and effectively;
* Develop and maintain knowledge of our product suite;
* Communicate technical information to both technical and non-technical stakeholders;
* Collaborate with the development team to identify and resolve issues;
Requirements
To be successful in this role, you will need to have:
* A minimum of 2 years of experience as a Technical Support Engineer in a Customer Service or software support role;
* Empathy, desire to help others, pragmatic problem-solving, and critical thinking skills;
* Diligence, patience, friendliness under time pressure, time management, and multitasking abilities;
* Strong analytical skills, familiar with system log analysis, experience writing documentation for Knowledge Base and Help Centers;
* Ability to work independently, make decisions with limited details, and collaborate with team members to deliver maximum importance in addressing customer inquiries;
* Sense of urgency, ability to prioritize tasks based on business priorities, experience managing customer expectations, and delivering results against tight deadlines;
* Fluent spoken and written English, practical experience with at least one programming language (ideally Ruby, Python, or JavaScript), good knowledge of SQL databases, and familiarity with APIs, SDKs, and web applications;
* Must be able to lawfully work within the country of employment and have unrestricted work authorization for that country.
* BSc/MSc in Computer Science, Engineering, or other science subject;
* Familiarity with an Agile environment.
Preferred Qualifications
Prior experience in a similar role and a degree in a relevant field would be beneficial but not necessary.
Benefits
We offer a competitive salary and benefits package, including health insurance, paid vacation time, and opportunities for professional growth and development.
We are committed to creating a diverse and inclusive workplace culture and encourage applications from candidates of all backgrounds.
Please submit your resume and cover letter to apply for this exciting opportunity.