Technical Support Specialist

Reputation

full-time

Posted on: 8/28/2025

Origin: • 🇺🇸 United States • Arizona

✨ AI Apply

Mid-LevelSenior

JavaScriptPythonSpring

About the role

Investigate and resolve advanced issues escalated from Tier I support.
Analyze customer data, logs, and API interactions to diagnose and resolve issues.
Collaborate with Engineering and Product to report bugs or unexpected behavior.
Mentor and assist Tier I team members to reduce recurring escalations.
Update and improve internal documentation and knowledge base resources.
Work closely with Customer Success on high-visibility client challenges.
Bridge frontline support with internal product and engineering teams to resolve deeper technical challenges.
Take ownership of escalated support cases, diving deep into logs, troubleshooting backend issues, and replicating customer environments.
Engage cross-functionally with Product and Engineering to ensure customer issues are resolved quickly and accurately, while contributing to documentation, case trends, and support enablement.

3+ years in SaaS technical support or implementation.
Bachelor’s degree in a technical field or equivalent experience preferred.
Ability to work a hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)
Proficiency with tools like Postman, browser dev tools, and log analyzers required.
Basic scripting knowledge (e.g., Python, JavaScript) required.
Familiarity with APIs, JSON, and data-driven troubleshooting preferred.
Experience using ticketing systems like Salesforce or Zendesk required.
Proactive problem solver who thrives on getting to the root of complex issues.
Strong communicator with the ability to break down complex topics for others.
Team-oriented, willing to support colleagues and share your knowledge.
Analytical thinker who takes initiative and follows through.
Comfortable working across departments and adapting to different workflows.