Technical Support Specialist – Entry Level

About the role

We are looking for a Technical Support Specialist to act as the bridge between our SaaS platform and customers worldwide, providing swift resolution to escalated technical issues and ensuring excellent customer experiences.

Key responsibilities

• Respond to and resolve technical support tickets, calls, and emails promptly, troubleshooting software issues by replicating problems and identifying root causes.
• Document all customer interactions, issues, and resolutions in the ticketing system and escalate complex problems to appropriate teams.
• Create and maintain knowledge‑base articles and troubleshooting guides, leveraging AI tools to improve documentation quality.
• Provide product training and onboarding assistance to new customers and conduct follow‑ups to ensure satisfaction.
• Identify recurring issues, collaborate with product teams on improvement opportunities, and stay current with product updates.
• Participate in on‑call rotations to deliver after‑hours support when needed.

Required profile

• Strong technical aptitude with the ability to troubleshoot complex issues and quickly learn new software platforms.
• Excellent verbal and written communication skills, able to explain technical concepts to non‑technical users with patience and empathy.
• Problem‑solving mindset with strong analytical and diagnostic abilities.
• Basic understanding of web technologies, APIs, and integration concepts.
• Self‑motivated, able to work independently while collaborating effectively with team members.
• Fluent in English and proficient in Spanish, Portuguese, or Turkish, depending on product assignment.

Required skills

• Experience with ticketing systems such as Zendesk, Freshdesk, Salesforce, or Jira.
• Familiarity with API testing tools like Postman.
• Knowledge of monitoring tools such as Grafana.
• Basic Linux command‑line usage.

What we offer

• Global mentoring programs and continuous learning opportunities.
• Access to AI tools and technology from day one.
• Comprehensive health, dental, and catastrophic insurance, plus life insurance.
• Meal allowance, holiday bonus, and employee assistance programme.
• Global parental leave policy and language‑learning support.