Senior Technical Support Specialist

Job Summary

Working remotely in a full-time capacity, the Senior Technical Support Specialist will serve as the initial technical point of contact for customer issues, providing in-depth troubleshooting for advanced problems across a SaaS platform and collaborating with various teams to enhance customer satisfaction.

Key responsibilities

• Serve as the initial technical point of contact for basic and complex customer issues, collaborating with first-line support, engineering, and product teams
• Provide in-depth technical troubleshooting for advanced issues involving SaaS platforms, hardware devices, and integrations
• Contribute to knowledge base development by documenting resolutions and mentoring junior agents

Required qualifications

• Bachelor's degree in a technical field or equivalent practical experience in Computer Science, Engineering, or Networking
• 3+ years of experience in a technical product support role, preferably in SaaS, IoT, or networking environments
• Solid understanding of networking concepts, cloud-based architectures, and hardware troubleshooting
• Demonstrated ability to mentor junior team members and lead projects aimed at improving operational efficiency
• Availability to work flexible hours, including nights and weekends, and provide on-call support as needed