Technical Support Specialist
Job Summary
Working remotely in the Eastern US, the full-time Technical Support Specialist will investigate and resolve complex platform and integration issues, manage escalations, and contribute to the knowledge base to enhance service efficiency.
Key responsibilities
- Diagnose configuration questions, known error patterns, and account-specific behavior across the platform
- Coordinate incident responses for priority issues, ensuring clear communication and effective escalation to Engineering
- Monitor system performance using observability tools to identify and address potential issues proactively
Required qualifications
- 2 - 5+ years in Technical Support, Support Engineering, or a related technical role in a SaaS environment
- Hands-on experience diagnosing complex platform issues, not just routing tickets
- Familiarity with APIs, webhooks, and integration troubleshooting in a production environment
- Experience with monitoring tools such as Datadog, New Relic, or Grafana
- Clear written communication skills, especially during high-pressure incidents
Complete Job Description
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