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Mid LevelFull-timeAIAPI
Salary Range
$12,750 - $17,250 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
The Technical Support specialist serves as the technical backbone of our support model, providing deep expertise and end-to-end ownership of customer issues across our complex product ecosystem. This role acts as the escalation point for advanced technical challenges, ensuring quick diagnosis, effective solutions, and thorough documentation for continuous improvement.
Key Responsibilities
- →Own all escalations within your assigned team, troubleshooting complex product, integration, and system-level issues.
- →Perform advanced diagnostics—including log analysis, API tracing, environment replication, and configuration deep dives—to determine root cause.
- →Partner closely with engineering and product through well-structured escalation notes, ensuring precise handovers and efficient bug triage.
- →Provide guidance and coaching within the team, supporting agents with knowledge, context, and coaching that strengthens effectiveness.
- →Identify recurrent patterns in escalations and collaborate with team leads to drive improvements in tools, processes, and knowledge assets.
- →Maintain accountability for metrics: speed of resolution, escalation quality, and contribution to overall customer satisfaction.
- →Participate in structured workflows for major incidents, providing technical insight and helping restore service quickly.
- →Contribute to internal playbooks to improve team's autonomy and reduce dependency on central teams.
Requirements
- ✓2–4+ years of technical support or related experience in SaaS, platform, infrastructure, or high-complexity environments.
- ✓Strong analytical and troubleshooting skills across application, network, and system layers.
- ✓Ability to interpret logs, API responses, error traces, and configuration discrepancies.
- ✓Experience working within structured support models or with cross-functional engineering teams.
- ✓Excellent written and verbal communication skills, capable of translating technical findings into clear and actionable updates.
- ✓High ownership mindset; comfortable managing multiple escalations while maintaining pod performance standards.
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