Technical Support Specialist

Posted 11 days agoViewed

💎 Seniority level: Junior, 2+ Years

📍 Location: Colombia, Jamaica, Argentina, Costa Rica, Mexico, CST

🔍 Industry: IT Support

🏢 Company: Pavago

🗣️ Languages: English

⏳ Experience: 2+ Years

🪄 Skills: Microsoft Active DirectoryCommunication SkillsTroubleshootingScripting

Posted 1 day ago

📍 Worldwide

🔍 Software

🔧 Requirements

2+ years of experience in a technical support role at a software company
Strong troubleshooting skills with the ability to diagnose complex technical issues
Familiarity with software development processes and technologies (e.g., APIs, databases, querying DBs via SQL) and familiarity with log and error monitoring
Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users
Strong problem-solving abilities and a customer-oriented mindset
Experience with ticketing systems and support tools (e.g., Intercom, Zendesk, Linear, JIRA) is a plus
Experience with different HR systems, ATSs, and multi-product suites is preferred

💡 Responsibilities

Respond to customer inquiries in Intercom ticketing system in a timely and professional manner, and provide work arounds or alternate solutions while issues are being investigated
Diagnose and troubleshoot software issues, providing effective solutions or escalating as necessary by generating well informed and documented tickets in Linear
Investigate problems using data logs, on platform and API testing, using Fullstory to view user sessions, backend settings, and engaging with our integration partners
Collaborate with engineering, support engineering, and product teams to identify and resolve technical problems
Create RCA (Root Cause Analysis) documentation for some incidents when necessary
Create and maintain technical documentation, including FAQs, user playbooks, and troubleshooting tips
Assist in the onboarding process for new team members, providing training and support as needed
Gather customer feedback and insights to help improve product features and support processes
Participate in team meetings to discuss ongoing issues, share knowledge, and enhance overall support quality
Fountain is a multi-product suite, so it’s pertinent to the success of the team to stay up-to-date with product updates, new features, and industry trends to provide informed support
Establish baseline performance metrics related to service level agreements (response rates and resolution times) and key performance indicators like ticket volume addressed, first touch resolutions, and CSAT

SQLAPI testingRESTful APIsTroubleshootingJSONDebugging

Posted 1 day ago

Posted 3 months ago

📍 Mexico

🧭 Full-Time

🔍 IoT

🔧 Requirements

3-5 years of experience in a technical product support or specialist role, preferably within SaaS, IoT, or networking environments.
Strong understanding of networking concepts (e.g., TCP/IP, VPNs, DNS), cloud-based architectures, and hardware troubleshooting.
Proficiency in using diagnostic tools, APIs, and scripting (e.g., Python, Bash) to automate troubleshooting and issue resolution.
Demonstrated ability to mentor and guide junior team members, fostering skill development and knowledge sharing.
Experience leading projects or initiatives aimed at improving operational efficiency and customer satisfaction.
Availability to work flexible hours, including nights and weekends, and provide on-call support as needed for high-impact customer cases.

💡 Responsibilities

Serve as a technical escalation point for complex customer issues, working collaboratively with first-line support, engineering, and product teams to deliver comprehensive solutions.
Provide in-depth technical troubleshooting for advanced issues across Samsara’s SaaS platform, hardware devices, and integrations, leveraging a deep understanding of networking, cloud technologies, and IoT systems.
Actively contribute to knowledge base development by documenting detailed resolutions, creating technical guides, and mentoring first-line support teams.
Proactively identify trends in customer issues to influence product improvements and optimize support processes, driving continuous enhancement of the customer experience.
Deliver professional and clear communication to both technical and non-technical stakeholders, ensuring seamless resolution of escalated issues while maintaining a high level of customer satisfaction.
Champion Samsara’s cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team), driving innovation and collaboration within the team and across departments.

Cloud ComputingIoTCommunication SkillsProblem SolvingCustomer serviceRESTful APIsNetworkingTroubleshootingJSONTechnical supportScripting

Posted 3 months ago