Technical Support Specialist

Accountabilities:

As a Technical Support Specialist, you will own escalated technical investigations, deliver effective customer support, and collaborate across teams to resolve issues and improve the overall product experience.

• Technical Troubleshooting:Investigate escalated issues involving platform integrations, APIs, telephony configuration, messaging functionality, analytics, and reporting.
• CRM and Third-Party Integrations:Diagnose integration issues involving platforms such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, and Monday.com.
• API and Webhook Analysis:Examine webhook payloads, API responses, request logs, and authentication settings to identify and resolve technical problems.
• Diagnostic Tools:Use Postman, browser developer tools, and HAR files to investigate platform behavior and reproduce reported issues.
• Messaging Support:Troubleshoot SMS, MMS, and WhatsApp functionality, including integration and configuration problems.
• AI Feature Support:Investigate issues affecting AI-powered features, including transcription, AI-generated call summaries, and AI Voice Agent behavior.
• Platform Configuration:Help customers resolve call flow, phone number, permissions, and feature configuration issues.
• Customer Communication:Lead live troubleshooting sessions when necessary, explain technical findings in accessible language, and maintain clear communication throughout investigations, especially for high-impact cases.
• Cross-Functional Collaboration:Work with Product and Engineering teams to reproduce bugs and diagnose platform issues, coordinating with external CRM providers and telecommunications partners when required.
• Internal Enablement:Train frontline support teams on troubleshooting methods and escalation best practices, and create and maintain internal documentation and knowledge base articles.
• Continuous Improvement:Identify recurring issues, recommend improvements to support processes, and contribute to enhanced platform reliability.

Requirements:

The ideal candidate combines practical technical support experience with strong analytical thinking, customer communication skills, and the ability to investigate complex issues across interconnected SaaS platforms.

• Experience in a technical support role within a SaaS, telecommunications, or platform-based company.
• Strong troubleshooting and analytical skills, with the ability to investigate complex technical problems methodically.
• Hands-on experience working with APIs and webhooks.
• Familiarity with Postman or comparable API testing tools.
• Experience investigating browser behavior using developer tools or HAR files.
• Excellent written and verbal communication skills in English.
• Ability to explain technical concepts and complex issues clearly to non-technical customers and internal stakeholders.
• Strong organizational skills, including the ability to manage multiple investigations simultaneously and prioritize effectively.
• A customer-focused mindset, with a proactive approach to problem-solving and issue resolution.

Preferred Qualifications:

• Experience troubleshooting CRM integrations, particularly Salesforce, HubSpot, or Zendesk.
• Familiarity with observability tools such as Datadog.
• Familiarity with analytics platforms such as Looker.
• Experience supporting AI-powered SaaS products, including transcription tools and AI assistants.
• Experience with messaging technologies such as SMS, MMS, and WhatsApp.
• Familiarity with Atlassian tools such as Jira and Confluence.
• Experience working in a remote or globally distributed team.

Benefits:

• Remote working opportunity.
• Competitive salary package and benefits.
• Work-life balance and an environment that values employee well-being.
• Fast-paced, entrepreneurial culture with opportunities for continuous learning and professional development.
• Opportunity to contribute to a rapidly growing AI-powered technology platform.
• Multicultural working environment with colleagues from more than 45 nationalities.