Technical Support Specialist

Job Summary

A company is looking for a Technical Support Specialist to serve as a bridge between customers and the Engineering team on complex technical issues.

Key Responsibilities

• Handle complex P1 and P2 support tickets, ensuring timely resolution and escalation when necessary
• Scope, document, and submit issues in GitHub for the Engineering team based on Support escalations
• Lead customer-facing calls for integration and API troubleshooting, while serving as the primary liaison between Customer Experience and Engineering teams

Required Qualifications

• 3+ years in a technical support or engineering-adjacent role, ideally within SaaS or a similar technology environment
• SQL knowledge preferred
• Familiarity with GitHub issue tracking
• Experience troubleshooting integrations and APIs
• Salesforce Administrator certification (or willingness to obtain within the first 6 months)