Technical Support Specialist
Core
High-volume live chat technical support for enterprise SaaS workflows, APIs, and integrations, focusing on root cause analysis and self-serve resource creation.
Role type
Senior IC technical support specialist
Builds
Self-serve guides, documentation, and reduced support volume
Domain
SaaS / Customer Support / Technical Troubleshooting
Deliverable
client delivery
Required skills
Root cause analysis, API troubleshooting, webhook integration, live chat management, technical documentation, complex workflow navigation, rapid learning, English communication
Preferred skills
Coding experience, AWS familiarity, cybersecurity knowledge, Java knowledge
Responsibilities
Handle high-volume live chat inquiries regarding permissions, integrations, APIs, and automations; diagnose complex technical issues to identify root causes; create self-serve resources and guides to reduce future support volume; collaborate with Technical Account Management to escalate and resolve complex tasks; partner with Engineering and Product to identify systemic patterns.
Seniority
Mid-to-Senior, hands-on IC