Technical Support Specialist
Job not on LinkedIn
September 25
đź“‹ Description
• Communicate with customers and internal teams via email, calls and Salesforce • Conduct initial troubleshooting and diagnostics for customer issues • Log, manage, and escalate support tickets in the support platform • Ensure escalations are handled and communicated effectively • Regularly work assigned shifts, including those aligned with US Eastern Time • Own technical health audits of live implementations post-onboarding • Proactively flag and resolve technical debt or legacy configurations • Recommend upgrades or improvements (migrating SDKs, feature toggles, configuration changes) • Partner with Support to manage Tier 2/3 escalations and reduce Engineering touchpoints • Investigate logs, environments, and integration setups to diagnose complex issues • Set up dashboards, usage alerts, or scripts to track technical health metrics • Help establish and shape support capabilities, contributing to process and operational improvements as team grows
🎯 Requirements
• Based in Slovenia • Confident in communicating in English, both written and spoken • Curious and quick to learn • Comfortable with web technologies • Problem-solver with customer-first mindset • Calm under pressure and able to prioritize effectively • Flexible and adaptable; able to work shifts including US Eastern Time rotational schedule • Collaborative and eager to work cross-functionally with a global team • Experience in customer service or technical support, or engineering background • Confident in troubleshooting and analysis • Knowledge of JavaScript (ES5/ES6+) • Familiar with HTML and CSS • Understanding of HTTP requests and headers • Bonus: experience in SaaS or e-commerce
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