Technical Support Specialist
Job Summary
To maintain client trust and ensure uninterrupted platform availability, the full-time Middle L1 Technical Support Specialist will take ownership of complex B2B support cases, investigate technical issues using various tools, and coordinate incident responses while working remotely on a shift-based schedule.
Key responsibilities
- Independently validate, investigate, and resolve complex B2B tickets using server logs and monitoring tools
- Coordinate L1 incident workflows during outages, including hosting incident calls and issuing public status updates
- Translate complex technical root causes into actionable updates for clients and guide Junior Specialists in investigation techniques
Required qualifications
- 1+ years of experience in B2B Customer Support, Technical Support, or Service Desk roles in a SaaS environment
- Hands-on experience analyzing server logs and using Browser DevTools
- Practical knowledge of ticketing platforms like Jira/JSM, Zendesk, or ServiceNow
- Proven ability to coordinate critical incidents and manage incident workflows
- Upper-Intermediate English level
Complete Job Description
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