Technical Support Specialist

Job Summary

Providing technical support to customers, the full-time Technical Support Specialist will address inquiries through various channels while collaborating with the Support and Engineering teams in a remote environment.

Key responsibilities

• Deliver timely technical support to customers via email, screen sharing, and chat, ensuring adherence to service SLAs
• Master the product to explain complex solutions in simplified terms and document solutions for scalability
• Participate in team troubleshooting sessions and contribute to internal documentation and knowledge-base improvements

Required qualifications

• 4+ years of technical customer support experience in a SaaS/Tech environment
• Experience troubleshooting cloud providers such as AWS, Azure, or GCP
• Working knowledge of APIs and Networking
• Familiarity with log management tools like Datadog
• Ability to support a 9AM-6PM PST schedule with rotational on-call responsibilities