Technical Support Specialist

Job Summary

Seeking a skilled and analytical Technical Support Specialist, this remote position will manage escalated production and integration issues, perform root cause analysis, and collaborate closely with Engineering to resolve complex technical challenges.

Key responsibilities

• Independently manage assigned issues within the Production and Integration Support Queues, ensuring timely updates and clear documentation
• Investigate escalated issues to determine root causes and troubleshoot integrations, including SSO and third-party systems
• Collaborate with Engineering on bug investigations, providing clear reproduction steps and impact analysis while tracking issues through resolution

Required qualifications

• 3-5 years of experience in technical support, production support, or SaaS environments
• Experience troubleshooting integrations and APIs, including SSO or third-party systems
• Strong analytical skills with the ability to work independently on complex issues
• Proven ability to communicate effectively with both technical and non-technical audiences
• Experience in incident response efforts and process improvement initiatives