Customer Support Specialist

About The Role

The role is the technical front line for a cloud software platform, owning customer issues end-to-end: diagnosing API errors, troubleshooting integrations, and resolving account and configuration problems before they escalate. This position matters because support quality directly drives retention.

Every ticket resolved cleanly, every bug documented precisely, and every escalated issue routed with context makes the product better and keeps customers renewing.

Key Responsibilities

Resolve 30-50 daily customer tickets across email, chat, and phone covering API errors, billing questions, and product configuration issues Troubleshoot technical problems using logs, browser dev tools, SQL queries, and REST API testing tools (Postman) to isolate root causes Reproduce and document bugs with clear steps, screenshots, and environment details before escalating to engineering via Jira Own escalated tickets end-to-end: set expectations with customers, coordinate with engineering on fixes, and communicate resolution timelines Maintain and improve the knowledge base, writing troubleshooting guides and macros that deflect repeat tickets Track recurring issue trends and deliver weekly summaries to product and engineering leadership Meet and maintain targets for CSAT (90%+), first-response time, and resolution SLAs What We Are Looking For 2-4 years of customer support or technical support experience, ideally at a SaaS or technology company Strong technical aptitude: comfortable reading API documentation, debugging JSON payloads, and writing basic SQL queries Hands-on experience with a modern help desk (Zendesk, Intercom, or Freshdesk) and ticket triage workflows Excellent written communication — able to explain technical concepts clearly to both engineers and non-technical users Experience working with engineering teams on bug reproduction and escalation processes Familiarity with Jira, Confluence, and Slack for cross-team collaboration Bonus: scripting experience (Python or Bash), prior experience supporting developer-facing products, or familiarity with Salesforce or similar CRM