Technical Support Specialist

Job Summary

A company is looking for a Technical Support / Helpdesk Specialist.

Key Responsibilities

• Provide front-line support via Zendesk/email/phone, ensuring timely responses and customer updates
• Triage and resolve L1/L2 issues, capturing logs and writing clear updates for escalation
• Maintain the knowledge base and track queue health, coordinating with Ops on RMAs as needed

Required Qualifications

• 2-4+ years in Technical Support / Helpdesk (L1/L2) for B2B software/SaaS or enterprise platforms
• Hands-on experience with ticketing systems (Zendesk/Jira Service Management) and remote diagnostics tools
• Proven SLA ownership with prioritization and clear customer updates
• Comfortable working fully remote and independently during US business hours
• Basic scripting (Python/Bash) or SQL for troubleshooting and data pulls