We are looking for a dedicated Technical Support Specialist to provide expert-level support and troubleshooting for our platform, which serves multiple enterprise customers. The ideal candidate will have strong technical expertise, problem-solving skills, and experience in diagnosing software and infrastructure issues across backend and frontend systems.
This role requires a solid understanding of relational databases, SQL, APIs, web technologies, and client-server architecture. The successful candidate will work closely with both customers and internal development teams to ensure seamless product experience and issue resolution.
Key Responsibilities:
Technical Support & Troubleshooting:
- Serve as the primary technical point of contact for enterprise customers.
- Provide advanced troubleshooting for software-related issues, ensuring timely and effective resolution.
- Investigate and resolve issues related to relational databases (SQL), APIs, web technologies (HTML/CSS/JavaScript), and client-server communication.
- Debug and analyze application logs, database queries, and API requests to diagnose problems.
- Assist customers with configuration, customization, and optimization of the application to meet their specific needs.
Incident & Problem Management:
- Monitor and respond to customer inquiries and incidents via ticketing systems (e.g., Jira).
- Escalate complex issues to the development team when necessary while maintaining ownership of customer communication.
- Identify recurring technical issues and work on proactive solutions to improve product reliability.
Documentation & Reporting:
- Create and maintain technical documentation, including FAQs, troubleshooting guides, and user manuals.
- Provide insights on customer issues, technical trends, and application performance to management and product teams.
Qualifications:
Experience:
- 2+ years of experience in a customer-facing technical support role, preferably in a B2B SaaS environment.
- Proven experience troubleshooting software applications with backend and frontend components.
Technical Skills:
- Relational Databases & SQL: Ability to write and execute SQL queries for troubleshooting and data analysis.
- APIs & Client-Server Communication: Understanding of RESTful APIs, request/response mechanisms, authentication methods (OAuth, JWT, API keys).
- Web Technologies: Basic knowledge of HTML, CSS, JavaScript, and browser debugging tools.
- Networking Basics: Understanding of DNS, HTTP, HTTPS, caching, and session management.
- System & Log Analysis: Ability to read application logs and analyze system performance.
- Familiarity with ticketing systems (e.g., Jira).
Language Skills:
English: Must be fluent in reading, writing, and speaking.
Soft Skills:
- Strong analytical and problem-solving abilities.
- Excellent communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Ability to work independently and manage multiple customer issues simultaneously.
- High attention to detail and a customer-first mindset.
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