Technical Support Specialist - Entry Level

About the role

We are looking for an entry‑level Technical Support Specialist to act as the bridge between our SaaS compliance platform and customers worldwide. You will resolve escalated technical issues, ensure a smooth customer experience and help improve our support processes.

Key responsibilities

• Respond to and resolve support tickets, calls and emails, reproducing problems and delivering solutions.
• Document interactions and resolutions in the ticketing system and escalate complex cases to product teams.
• Create and maintain knowledge‑base articles and troubleshooting guides, using AI tools to enhance quality.
• Provide product training and onboarding assistance for new customers and follow up on satisfaction.
• Identify recurring issues, collaborate with product teams on improvements and stay up‑to‑date with new features.
• Participate in on‑call rotations to deliver after‑hours support when required.

Required profile

• Strong technical aptitude with the ability to learn new software platforms quickly.
• Excellent verbal and written communication, able to explain technical concepts to non‑technical users.
• Problem‑solving mindset, analytical and diagnostic abilities.
• Self‑motivated, able to work independently and collaborate with a global team.
• Fluent English; proficiency in Spanish, Portuguese or Turkish is a plus.

Required skills

• Experience with ticketing systems such as Zendesk, Freshdesk, Salesforce or Jira.
• Basic knowledge of web technologies, APIs and integration concepts.
• Familiarity with tools like Postman for API testing, Grafana for monitoring, and Linux command‑line operations.

What we offer

• Global mentoring programs and continuous learning opportunities.
• Access to AI tools and technology from day one.
• Language‑learning support and employee recognition platforms.
• Comprehensive health, dental, catastrophic and life insurance, plus meal allowance and holiday bonus.
• Global parental leave policy and equal‑opportunity workplace.