Technical Support Specialist

Job Summary

Delivering exceptional customer care, the full-time Technical Support Specialist will manage Zendesk inquiries, troubleshoot cloud SaaS solutions, and collaborate with both technical and non-technical teams while working remotely.

Key responsibilities

• Provide day-to-day support to customers using the Zendesk Product Suite to resolve inquiries in a timely manner
• Investigate operational issues using tools like Application Insights and Datadog to drive timely resolutions
• Promote bugs and feature requests to the Product and Engineering teams, ensuring all necessary information is included for quick resolution

Required qualifications

• 4+ years of experience within a Technical Support organization
• Solid understanding of Cloud Software-as-a-Service (SaaS) offerings and data analytics
• Experience using troubleshooting tools such as Datadog and Application Insights
• Demonstrated ability to provide exceptional customer care and effectively communicate across teams
• Experience working in an on-call status, including evenings and weekends