Technical Support Specialist

Role overview Help customers troubleshoot and use cloud-based community and engagement software. This customer-facing support role combines careful technical investigation with clear communication, case documentation, and coordination with internal teams when an issue needs further expertise.

Responsibilities - Investigate customer problems across multiple support channels and work toward timely resolution. - Research cases using product documentation, prior reports, application data, system information, and approved AI-assisted tools. - Ask targeted questions and examine browser diagnostics, logs, network activity, HAR files, and error messages to identify likely causes. - Keep customers informed about findings, progress, next steps, and outcomes. - Record the evidence reviewed, troubleshooting completed, and resolution in the case-management system. - Escalate complex cases with a concise problem description, supporting evidence, and a clear account of what remains unresolved.

Requirements - Strong troubleshooting, critical-thinking, and problem-solving skills. - Excellent written and verbal communication and customer-service skills. - Ability to prioritize and manage several customer inquiries effectively. - Comfort learning support, documentation, work-tracking, monitoring, and approved data tools. - Ability to use browser developer tools for an initial review of console messages, network activity, logs, and common web errors. - Sound judgment when using AI assistance: verify its findings, separate evidence from assumptions, and seek help when needed.

Nice to have - Around two or more years of technical customer service experience, ideally in SaaS. - Experience with support or case-management systems, web application troubleshooting, browser diagnostics, or AI-assisted tools. - Basic familiarity with web technologies such as HTML, CSS, JavaScript, APIs, and databases; advanced coding skills are not required.