Customer Support Specialist
About The Role The role is the first point of contact for customers using a cloud-based SaaS platform, resolving technical issues across APIs, integrations, and account configurations before they escalate. Support sits at the intersection of customer trust and product quality — every ticket resolved cleanly feeds signal back to engineering and keeps churn down. The team handles high volume with a strong bias toward fast, accurate, documented resolutions.
Key Responsibilities
Resolve 30-50 daily customer tickets across email, chat, and phone, covering API errors, integration failures, billing questions, and account setup Diagnose technical issues using logs, browser dev tools, and internal admin tooling; reproduce bugs and file detailed reports in Jira for engineering Own escalations end-to-end, coordinating with engineering and product until root cause is identified and the customer is updated Write and maintain knowledge-base articles, runbooks, and macros to deflect repeat tickets Track ticket metrics (CSAT, first-response time, resolution time) and hit weekly team targets Contribute to onboarding documentation and shadowing programs for new support hires Participate in a rotating on-call schedule for after-hours critical issues What We Are Looking For 1-3 years of customer support, technical support, or help desk experience, ideally at a SaaS or technology company Strong troubleshooting instincts — comfortable reading API responses, HTTP status codes, and basic logs Excellent written communication; can explain technical concepts clearly to non-technical customers Hands-on experience with a help desk platform (Zendesk, Intercom, Freshdesk, or similar) and CRM tools like Salesforce Familiarity with REST APIs, Postman, and JSON is strongly preferred Bachelor's degree in a technical field or equivalent practical experience Bonus: SQL basics, scripting (Python or Bash), prior experience supporting developer-facing products, or bilingual proficiency