Technical Support Specialist

We are looking for a Technical Support Specialist to join our support team and provide timely, effective technical assistance to customers and internal users.

The ideal candidate should be comfortable handling standard support requests independently while also performing deeper troubleshooting, basic log analysis, configuration checks, and root-cause investigation before escalating complex issues to L2/Engineering.

The candidate should have troubleshooting skills, good communication abilities, a customer-focused mindset, and the ability to understand technical issues and translate them into clear, actionable solutions.

Key Responsibilities

Technical Support

• Provide first and second-line technical support for product, application, system, or infrastructure-related issues.
• Troubleshoot issues that cannot be resolved through standard L1 procedures.
• Investigate application, configuration, connectivity, authentication, and integration-related issues.
• Analyze basic application/system logs to identify errors and potential causes.
• Perform basic configuration changes and validation where authorized.
• Reproduce customer-reported issues in test or supported environments.
• Perform basic database queries or data validation where required.
• Troubleshoot API, webhook, integration, and connectivity issues at a basic level.
• Assist customers/users with product configuration, usage, and technical questions.
• Identify recurring issues and recommend improvements to support documentation and troubleshooting procedures.

Ticket & Incident Management

• Own support tickets from initial investigation through resolution or appropriate escalation.
• Maintain accurate and detailed ticket documentation.
• Prioritize tickets based on business impact, severity, and agreed SLAs.
• Follow established incident, escalation, and change-management processes.
• Escalate issues to L2, Engineering, Infrastructure, or other teams with complete troubleshooting details.
• Follow up on escalated issues and communicate progress to customers/users.
• Identify recurring incidents and contribute to problem-management activities.

Troubleshooting & Investigation

• Follow troubleshooting methodologies rather than relying solely on predefined solutions.
• Gather relevant logs, screenshots, error messages, timestamps, environment details, and reproduction steps.
• Perform basic network troubleshooting such as DNS, connectivity, ports, HTTP/HTTPS, and latency checks.
• Use tools such as command-line utilities, log viewers, monitoring tools, ticketing systems, and knowledge bases.
• Understand basic concepts related to operating systems, databases, APIs, cloud environments, and networking.
• Distinguish between application defects, configuration issues, user errors, and infrastructure-related problems.

Customer Communication

• Communicate clearly and professionally with customers/users through email, chat, phone, or ticketing platforms.
• Explain technical issues and solutions in simple, customer-friendly language.
• Set appropriate expectations around resolution timelines and escalations.
• Maintain a high level of professionalism during high-priority or difficult incidents.

Required Skills & Qualifications

• 1–3 years of experience in technical support, application support, IT support, SaaS support, or a related role.
• Strong troubleshooting and analytical skills.
• Good understanding of Windows and/or Linux operating systems.
• Basic knowledge of networking concepts
• Experience working with ticketing or ITSM tools.
• Good written and verbal communication skills.
• Strong attention to detail and ownership of support issues.
• Ability to work independently while knowing when to escalate.
• Comfortable working in a fast-paced support environment and managing multiple priorities.

Pay: $17.00 - $17.50 per hour

Work Location: In person