Technical Support Specialist

Role overview Provide second level technical support for a communications platform, investigating complex customer issues across integrations, APIs, telephony, messaging, analytics, and AI features. You’ll combine hands on diagnostics with clear customer communication, and work with engineering, product, and external partners to resolve incidents and improve support practices.

Responsibilities - Investigate escalated issues involving APIs, webhooks, CRM integrations, call and number configuration, messaging, and reporting. - Analyze request logs, webhook payloads, API responses, authentication, and permissions to identify causes. - Use API testing tools, browser developer tools, and HAR files to reproduce and diagnose platform behavior. - Lead customer troubleshooting sessions and explain technical findings to both technical and nontechnical audiences. - Partner with product and engineering to reproduce bugs, and coordinate with integration or telecom providers when needed. - Help frontline support colleagues with escalation practices; maintain troubleshooting documentation and identify recurring issues.

Requirements - Experience in technical support for a SaaS, telecom, or platform based product. - Strong analytical troubleshooting skills and experience working with APIs and webhooks. - Experience with Postman or a similar API tool, plus browser developer tools or HAR files. - Clear written and spoken English, with the ability to explain complex findings to customers. - Strong organization and follow through when managing multiple investigations. - A customer focused approach to problem solving.

Nice to have Experience with CRM integrations, SMS, MMS, or WhatsApp; observability or analytics tools; AI enabled software such as transcription or assistants; issue tracking and knowledge base tools; or remote, distributed teams.

Benefits and work setup The support organization works across regions in a follow the sun model. The employer describes a fast learning environment, a focus on work life balance, and a competitive compensation and benefits package.