Technical Support Specialist

Here’s a summary of the role:

If you enjoy solving customer problems, getting hands-on with web applications, and digging into issues rather than simply passing them on, this could be a great fit. As a Technical Support Specialist, you’ll support customers using a large SaaS platform, troubleshoot web-based application issues, communicate clearly over phone and email, identify and reproduce bugs, and work with escalation teams when deeper investigation is needed.

Here’s a breakdown of what you’ll do:

• Provide responsive technical support to external customers and internal stakeholders through phone and email, helping them use the SaaS platform effectively.
• Troubleshoot web-based application issues by understanding the customer’s problem, checking relevant settings and history, testing possible solutions, and identifying whether an issue is reproducible.
• Investigate application errors and determine when an issue should be treated as a product bug and escalated to the appropriate Tier 2 or product team.
• Build strong customer relationships by explaining technical concepts clearly to non-technical users and keeping customers informed throughout the resolution process.
• Use product documentation, previous support cases, and available knowledge resources to investigate issues and continuously expand your product and technical knowledge.
• Work collaboratively with Tier 2, escalation, Customer Success, and other teams to resolve complex issues and provide a smooth customer experience.

These are the essentials you’ll need to get an interview:

• 3+ years of relevant technical/customer support experience in a SaaS or product environment is strongly valued.
• Hands-on experience supporting web-based applications and troubleshooting issues for customers.
• Strong troubleshooting and problem-solving ability, including the ability to investigate, reproduce, test, and isolate application issues before escalating.
• Excellent written and verbal English communication skills, with confidence supporting customers over phone and email.
• Ability to explain technical concepts clearly to non-technical users and manage customer issues professionally through to resolution.

It would be great if you had these too, but we’ll support you if you don’t:

• Experience supporting enterprise SaaS, GRC, governance, risk, compliance, or other complex business applications.
• Exposure to Jira or similar ticket/bug-management tools, particularly identifying and documenting product bugs.
• Basic SQL/database query knowledge or scripting experience; these are helpful indicators of technical curiosity but are not mandatory.