Technical Support Specialist
New
C
CerebriOSB2B SaaS
United StatesFull-TimeMiddle
Salary65,000 - 85,000 USD per year
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Job Details
- Languages
- English
- Experience
- 1+ year
- Required Skills
- SQLJiraRESTful APIsSaaSZendeskPostmanTroubleshootingTechnical support
Requirements
- 1+ year of experience in technical support, customer support, application support, or a similar role
- Experience supporting SaaS, web applications, or other business software
- Strong troubleshooting and problem-solving skills
- Comfortable investigating technical issues rather than relying only on predefined scripts
- Good understanding of web applications, APIs, integrations, and common software issues
- Strong written and verbal English communication skills
- Ability to explain technical concepts clearly to both technical and non-technical customers
- Organized approach to managing multiple support requests and priorities
- Comfortable collaborating with Engineering, Product, Customer Success, and other teams
Responsibilities
- Provide technical support to customers through email, chat, and other support channels
- Investigate and resolve issues related to dashboards, reports, data, integrations, and product functionality
- Reproduce reported issues and gather the technical information needed to identify their cause
- Guide customers through product configuration and troubleshooting in a clear, practical way
- Escalate complex technical issues to Engineering with clear reproduction steps and relevant context
- Track support requests and maintain accurate documentation in the support system
- Identify recurring customer issues and work with Product and Engineering to improve the product
- Create and maintain help articles, troubleshooting guides, and internal support documentation
- Monitor support trends and help identify opportunities to improve customer experience and product reliability
- Work closely with Customer Success and Implementation teams during onboarding and ongoing customer support
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