Technical Support Specialist

Job Summary

Here s a summary of the role:

If you enjoy solving customer problems, getting hands-on with web applications, and digging into issues rather than simply passing them on, this could be a great fit. As a Technical Support Specialist, you ll support customers using a large SaaS platform, troubleshoot web-based application issues, communicate clearly over phone and email, identify and reproduce bugs, and work with escalation teams when deeper investigation is needed.

Responsibilities

• Provide responsive technical support to external customers and internal stakeholders through phone and email, helping them use the SaaS platform effectively.
• Troubleshoot web-based application issues by understanding the customer s problem, checking relevant settings and history, testing possible solutions, and identifying whether an issue is reproducible.
• Investigate application errors and determine when an issue should be treated as a product bug and escalated to the appropriate Tier 2 or product team.
• Build strong customer relationships by explaining technical concepts clearly to non-technical users and keeping customers informed throughout the resolution process.
• Use product documentation, previous support cases, and available knowledge resources to investigate issues and continuously expand your product and technical knowledge.
• Work collaboratively with Tier 2, escalation, Customer Success, and other teams to resolve complex issues and provide a smooth customer experience.

Requirements

• 5+ years of relevant technical/customer support experience in a SaaS or product environment is strongly valued.
• Hands-on experience supporting web-based applications and troubleshooting issues for customers.
• Strong troubleshooting and problem-solving ability, including the ability to investigate, reproduce, test, and isolate application issues before escalating.
• Excellent written and verbal English communication skills, with confidence supporting customers over phone and email.
• Ability to explain technical concepts clearly to non-technical users and manage customer issues professionally through to resolution.
• Flexibility to work an EMEA-aligned shift, currently expected to start around 1:30 PM IST, and to support occasional crossover coverage for America shifts when required.

Nice-to-have

• Experience supporting enterprise SaaS, GRC, governance, risk, compliance, or other complex business applications.
• Exposure to Jira or similar ticket/bug-management tools, particularly identifying and documenting product bugs.
• Basic SQL/database query knowledge or scripting experience; these are helpful indicators of technical curiosity but are not mandatory.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.