Technical Product Support Specialist
Core
First-line expert technical support for Xtremepush customers in the Asia-Pacific region, troubleshooting platform issues and advising on campaign best practices.
Role type
Senior IC technical product support specialist
Builds
Customer support resolution, incident management, and platform adoption guidance
Domain
SaaS / Omnichannel Customer Engagement Platform
Deliverable
client delivery
Required skills
Technical troubleshooting (APIs, JavaScript, HTML/CSS, iOS/Android SDKs), incident management, SLA adherence, technical writing, root cause analysis
Preferred skills
Marketing automation, CRM, SQL, Jira/Confluence, iGaming experience
Technologies
Zendesk, Xtremepush platform, REST APIs, iOS SDK, Android SDK, Jira, Confluence
Responsibilities
Resolve customer support tickets via email, mobile push, web push, SMS, and webhooks; troubleshoot technical issues across APIs and SDKs; monitor APAC support queue and triage urgent incidents; advise customers on segmentation, automated journeys, and A/B testing; create and maintain help-center articles and documentation; test new features and report defects; share customer feedback with Product and Engineering teams.
Seniority
Mid-level, hands-on IC
