Technical Support Specialist

We are looking for a dedicated Technical Support Specialist to provide expert-level support and troubleshooting for our platform, which serves multiple enterprise customers. The ideal candidate will have strong technical expertise, problem-solving skills, and experience in diagnosing software and infrastructure issues across backend and frontend systems.

This role requires a solid understanding of relational databases, SQL, APIs, web technologies, and client-server architecture. The successful candidate will work closely with both customers and internal development teams to ensure seamless product experience and issue resolution.

Key Responsibilities:

• Technical Support & Troubleshooting:
• Serve as the primary technical point of contact for enterprise customers.
• Provide advanced troubleshooting for software-related issues, ensuring timely and effective resolution.
• Investigate and resolve issues related to relational databases (SQL), APIs, web technologies (HTML/CSS/JavaScript), and client-server communication.
• Debug and analyze application logs, database queries, and API requests to diagnose problems.
• Assist customers with configuration, customization, and optimization of the application to meet their specific needs.

Incident & Problem Management:

• Monitor and respond to customer inquiries and incidents via ticketing systems (e.g., Jira).
• Escalate complex issues to the development team when necessary while maintaining ownership of customer communication.
• Identify recurring technical issues and work on proactive solutions to improve product reliability.

Documentation & Reporting:

• Create and maintain technical documentation, including FAQs, troubleshooting guides, and user manuals.
• Provide insights on customer issues, technical trends, and application performance to management and product teams.

Experience:

• 2+ years of experience in a customer-facing technical support role, preferably in a B2B SaaS environment.
• Proven experience troubleshooting software applications with backend and frontend components.

Technical Skills:

• Relational Databases & SQL: Ability to write and execute SQL queries for troubleshooting and data analysis.
• APIs & Client-Server Communication: Understanding of RESTful APIs, request/response mechanisms, authentication methods (OAuth, JWT, API keys).
• Web Technologies: Basic knowledge of HTML, CSS, JavaScript, and browser debugging tools.
• Networking Basics: Understanding of DNS, HTTP, HTTPS, caching, and session management.
• System & Log Analysis: Ability to read application logs and analyze system performance.
• Familiarity with ticketing systems (e.g., Jira).

Language Skills:

English: Must be fluent in reading, writing, and speaking.

Soft Skills:

• Strong analytical and problem-solving abilities.
• Excellent communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to work independently and manage multiple customer issues simultaneously.
• High attention to detail and a customer-first mindset.