Customer Support Specialist
United StatesFull-TimeMiddle
Salary57,000 - 71,314 USD per year
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Job Details
- Experience
- 2–4 years
- Required Skills
- Technical supportSaaSZendeskDatadog
Requirements
- Bachelor's degree in Business, Communications, Technology, or a related field — or equivalent experience.
- 2–4 years of experience in customer support, SaaS application support, or client-facing roles.
- Proven expertise with support tools and case management systems (e.g., Zendesk, Salesforce Service Cloud).
- Demonstrated ability to resolve highly complex customer issues with minimal supervision.
- Strong communication skills, with the ability to explain technical solutions clearly to varied audiences.
- Ability to professionally navigate customer frustration and de-escalate challenging interactions.
- Experience in HR technology, leave management, or compliance-driven SaaS is a plus.
- Familiarity with API troubleshooting, integrations, and advanced data workflows is a plus.
- Experience with Datadog, Sumo, or similar diagnostic tools is a plus.
Responsibilities
- Resolve complex, time-intensive customer issues that require deep product knowledge, advanced troubleshooting, and multi-step investigation across interconnected system components.
- Validate and reproduce suspected product defects escalated from Tier 1, conducting thorough testing to identify root causes, conditions, and scope of impact.
- Collaborate with Product and Engineering teams to document defects with clear reproduction steps, supporting evidence, and business impact analysis.
- Utilize support tools — including Sumo logs and DataDog — to diagnose system issues, analyze performance, and conduct technical investigation.
- Serve as an escalation resource for Tier 1 analysts on complex application issues, providing guidance on advanced troubleshooting and product functionality.
- Document comprehensive application solutions and complex workflows, contributing to knowledge base content that elevates overall team capabilities.
- Build deep expertise in assigned product domains, staying current on the product roadmap, known issues, and complex configuration scenarios.
- Participate in maintaining company security controls and compliance standards within your role.
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