Technical Support Specialist, SaaS, AI

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Hire Overseas

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🤝 B2B

🎯 Recruiter

☁️ SaaS

B2B • Recruitment • SaaS

Hire Overseas is a recruitment agency that specializes in connecting businesses with top-tier overseas talent. By focusing on a range of roles from technical and design fields to marketing and administrative support, Hire Overseas aims to streamline operations and boost productivity for its clients while offering significant cost savings. The company prioritizes quality by accepting less than 1% of global hires, ensuring that only exceptional candidates are placed in various remote positions.

📋 Description

• Monitor support channels and triage incoming issues following established runbooks • Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues • Identify whether issues can be resolved directly or require engineering escalation • Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers • Navigate production databases and run command-line scripts to diagnose issues and verify data integrity • Resolve user-facing blockers without defaulting to escalation • Validate fixes and confirm resolution before closing issues • Translate user pain points into clear, concise technical bug reports for the engineering team • Communicate directly with engineers in dedicated Slack channels and issue trackers • Provide strong technical context so engineers can move quickly on escalated issues • Facilitate and troubleshoot user onboarding and credentialing workflows • Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem • Track all active tasks and project support items

🎯 Requirements

• Technical proficiency with comfort navigating production databases using SQL • Strong written and verbal communication skills: proven ability to explain complex technical issues clearly • Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly • Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion • Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously • Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role

🏖️ Benefits

• Paid Time Off in accordance with company policy • Observance of Holidays per company guidelines • 100% remote setup so you can work wherever you're most productive