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Highspot

Technical Support Specialist III

Highspot

Technical Support Specialist tackling complex customer issues in a leading SaaS company. Providing mentorship and leading improvements in technical support operations.

Posted 7/14/2026full-timeHyderabad • 🇮🇳 IndiaSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in Technical Support and troubleshooting across cloud applications, APIs, and enterprise deployments, with a strong focus on customer advocacy and continuous improvement. Capable of mentoring technical team members and driving operational excellence through effective communication and collaboration.

Highest-signal resume keywords
Technical Support ExperienceTroubleshooting Across APIsCustomer Communication SkillsMentoring Technical Team MembersExperience with Cloud Technologies

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
SQLREST APIsLog AnalysisSaaS ArchitectureNetworking FundamentalsDebugging ToolsScripting LanguagesRoot Cause AnalysisCloud Platform DiagnosticsMonitoring Platforms
Soft Skills
Analytical SkillsProblem-Solving SkillsWritten CommunicationVerbal CommunicationCustomer-Centric Mindset
Tools & Technologies
PostmanSalesforceZendeskJiraServiceNowAWSAzureGoogle Cloud PlatformLinuxWindows
Certifications & Qualifications
ITIL Foundation
Industry Keywords
SaaSTechnical ServicesProduct SupportApplication SupportEnterprise Software

Tech Stack

Tools & technologies
AWSAzureCloudGoogle Cloud PlatformJavaScriptLinuxPythonServiceNowSQL

About the role

Key responsibilities & impact
  • Serve as the technical escalation point for complex customer issues across cloud applications, APIs, integrations, authentication, and enterprise deployments.
  • Lead end-to-end investigation, troubleshooting, and resolution of critical customer escalations.
  • Perform deep technical analysis using logs, SQL, APIs, debugging tools, and cloud platform diagnostics.
  • Partner with Engineering to identify product defects, influence prioritization, and validate fixes.
  • Work closely with Product, Customer Success, Professional Services, and Engineering to deliver exceptional customer outcomes.
  • Mentor and coach Technical Support Engineers through case reviews, debugging sessions, knowledge sharing, and technical guidance.
  • Drive continuous improvements in support processes, tooling, documentation, automation, and operational excellence.
  • Create and maintain knowledge base articles, troubleshooting guides, and technical playbooks.
  • Analyze recurring issues to identify root causes and recommend long-term product or process improvements.
  • Lead technical enablement sessions for new hires and existing team members.
  • Champion customer advocacy by ensuring customer pain points are represented in product discussions.
  • Participate in incident response activities and major customer escalations as required.

Requirements

What you’ll need
  • 7–10 years of experience in Technical Support, Product Support, Application Support, or Technical Services within a SaaS or enterprise software company.
  • Strong troubleshooting experience across web applications, APIs, networking, authentication (SSO/SAML/OAuth), databases, and cloud technologies.
  • Experience working with REST APIs, JSON, Postman, SQL, browser developer tools, and log analysis.
  • Excellent understanding of Linux, Windows, browsers, networking fundamentals, and SaaS architecture.
  • Experience collaborating directly with Engineering teams to diagnose product issues.
  • Strong customer communication skills with the ability to explain complex technical concepts clearly.
  • Demonstrated experience mentoring or coaching technical team members without formal people management responsibility.
  • Strong analytical and problem-solving skills with a structured approach to root cause analysis.
  • Excellent written and verbal communication skills.
  • Experience working in a fast-paced, customer-centric environment.
  • Experience supporting enterprise SaaS platforms.
  • Exposure to AWS, Azure, or Google Cloud Platform.
  • Experience with CRM or ticketing platforms such as Salesforce, Zendesk, Jira, or ServiceNow.
  • Familiarity with scripting languages such as Python, Bash, or JavaScript.
  • Knowledge of monitoring and observability platforms.
  • ITIL Foundation or similar support operations certification is a plus.

Benefits

Comp & perks
  • Equal Opportunity Employer
  • Value diversity
  • No discrimination based on various factors