Technical Support Specialist
Core
L2 Support Specialist providing expert-led technical investigation and client advocacy for global eCommerce shipping software.
Role type
L2 Technical Support Specialist
Builds
Global trade logistics platform connecting brands with 550+ courier services
Domain
SaaS / eCommerce Logistics
Deliverable
client delivery
Required skills
API debugging (RESTful, JSON, webhooks), log analysis, browser developer tools, Zendesk, JIRA, incident management, root cause analysis
Preferred skills
Bachelor's degree in CS/Engineering, SaaS or E-commerce logistics support experience
Technologies
Zendesk, JIRA, Chrome DevTools, Confluence
Responsibilities
Monitor external channels for high-priority client issues, conduct deep-dive technical investigations into system behavior, analyze API logs and webhook payloads, document troubleshooting guides and RCAs, manage escalations to L3, synchronize status updates between client-facing and engineering tools
Seniority
Mid-level, hands-on IC