Customer Support Specialist

About The Role
The Customer Support Specialist is the front line for customers using a cloud-based technology platform, resolving product, account, and integration issues across email, chat, and phone. The role combines clear communication with practical troubleshooting across web applications, APIs, user permissions, billing workflows, and common browser or network configurations.
You will manage a high-volume support queue, identify patterns in customer issues, and provide engineering-ready details when escalation is required. The role matters because fast, accurate support protects customer trust and gives product and engineering teams a direct view into where the platform can improve.
Key Responsibilities
Resolve customer inquiries across email, chat, and phone while meeting response-time and resolution targets
Troubleshoot issues involving web applications, REST APIs, authentication, user permissions, browser behavior, and basic network connectivity
Reproduce reported defects, capture logs and relevant account details, and escalate actionable bug reports through Jira or a similar tracking system
Guide customers through configuration, onboarding, integrations, and product workflows using clear step-by-step instructions
Maintain accurate case notes, tags, macros, and customer records in Zendesk, Intercom, Salesforce, or comparable support tools
Identify recurring issues and share trends, product gaps, and documentation needs with product, engineering, and customer success
Create and improve help-center articles, troubleshooting guides, and internal runbooks based on resolved cases
What We Are Looking For
1-3 years of experience in customer support, technical support, customer success, or a related service role in a SaaS or technology environment
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical customers
Hands-on experience with support platforms such as Zendesk, Intercom, Salesforce Service Cloud, or similar tools
Working knowledge of web technologies, APIs, JSON, HTTP status codes, browser developer tools, and basic SQL or log review
Ability to prioritize a high-volume queue, manage multiple customer issues, and stay organized under time-sensitive conditions
Associate or bachelor's degree in information technology, computer science, communications, or a related field, or equivalent practical experience
Bonus: Experience supporting identity and access management, SSO/SAML, webhooks, CRM integrations, SaaS administration, or technical products used by business customers

Work arrangement
No