We seek a dedicated, tech-savvy Technical Support Specialist (2nd Tier) to join our growing SaaS platform team. The role involves providing 1st and 2nd level support for our LinkedIn automation & email messaging platform. The successful candidate will address basic platform inquiries and more complex technical challenges, requiring knowledge of SQL, databases, and development. You’ll work closely with the Support Manager and other internal teams to ensure customer satisfaction.

Responsibilities:

1st Level Support (Tier 1):

Professionally handle incoming customer requests via email, chat, and Google Meet.
Provide prompt troubleshooting assistance for common issues such as login problems, system configuration, and basic platform navigation.
Walk customers through basic tasks on the platform and explain features.
Gather necessary customer information to understand and resolve their issues thoroughly.
Escalate unresolved problems to the team leader or internal teams (Development, Sales, QA).
Manage and prioritize multiple customer inquiries.
Record detailed notes for all customer interactions in the ticketing system.
Collaborate with other regions and support teams to sync up on complex issues.
Subscription management - Cancellations and expansions

2nd Level Support (Tier 2):

Investigate more complex technical issues that require a deeper understanding of the platform’s backend functionalities, APIs, and custom integrations.
Analyze and resolve issues related to the database, queries, and data inconsistencies using SQL.
Assist with diagnosing software bugs and liaising with the development team to address system-level defects.
Provide technical support for API and integration-related queries (e.g., custom proxy settings, IPs).
Identify and implement solutions to recurring technical issues, driving process improvements and enhancing the platform’s functionality.
Review log files and perform detailed diagnostics on more advanced issues.
Conduct root cause analysis for escalated cases to ensure long-term resolutions.
Support the development team in testing patches, updates, and new feature releases to ensure they align with customer expectations.
Create documentation on technical investigations.

Requirements:

+4 years of experience in Customer Support (preferably in SaaS or B2B software).
Excellent communication skills in both written and verbal English.
Strong troubleshooting and problem-solving skills.
Experience with ticketing systems, online chats, and managing email support.
Ability to handle stressful situations, including complaints and demanding customers.
Highly organised and able to multitask in a fast-paced environment.
Tech-savvy with an aptitude for quickly learning new tools and technologies.
Some understanding of relational databases, SQL, and experience running queries.
Experience diagnosing and resolving API and integration issues.
Familiarity with software debugging and understanding of log files.
It is not essential but preferable. I have experience with custom integrations, APIs, IP configurations, and proxy management.
Ability to collaborate effectively with development and QA teams to resolve technical problems and perform tests.
Proactive in identifying process improvements and offering solutions.
Most importantly, independent, given the global remote team and primary US hours contact

What We Offer:

Salary range $25K & $30K
23 paid holidays + 8 bank holidays
Formal training programs to develop technical skills
Career growth opportunities within the company
A fun, collaborative, and remote-friendly work environment
L&D resources

Job applications will only be considered when submitted via the application link.

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