Senior Technical Support Specialist
Core
Own, prioritize, and troubleshoot complex inbound customer support issues for a global SaaS platform, acting as an internal escalation point and Subject Matter Expert.
Role type
Senior Technical Support Specialist (SaaS Platform)
Builds
Customer success and platform stability for global enterprise clients
Domain
SaaS / Customer Engagement Platform
Deliverable
client delivery
Required skills
complex technical troubleshooting, internal escalation management, knowledge base contribution, cross-functional guidance, technical documentation, product feature mastery
Preferred skills
SaaS architecture knowledge, mobile platform expertise, SQL, HTML/CSS/Liquid, API integration
Technologies
Salesforce, Zendesk, Ruby, Java, C++, JavaScript, Snowflake, MongoDB, Android, iOS, SQL
Responsibilities
Troubleshoot complex inbound customer support issues, act as internal escalation point for critical tickets, provide guidance to junior support members, contribute to knowledge database, develop deep product expertise, feed customer insights back to the business
Seniority
Senior, hands-on IC
