Technical Support Specialist

We are looking for a Technical Support Specialist who can combine technical clarity with customer empathy. This role is responsible for diagnosing, troubleshooting, and resolving technical issues while ensuring a seamless support experience for customers or internal stakeholders. You will act as the bridge between users and engineering — translating problems into solutions and feedback into improvements. Key Responsibilities Customer & User Support Respond to customer queries via email, chat, phone, or ticketing systems. Diagnose technical issues related to software, hardware, or network environments. Provide clear, step-by-step guidance to resolve issues efficiently. Maintain high customer satisfaction and response-time standards. Technical Troubleshooting Replicate and investigate reported issues. Identify root causes and escalate complex problems to engineering when required. Track and monitor open tickets until resolution. Document troubleshooting steps and solutions in knowledge bases. Product & System Understanding Develop strong understanding of product architecture and workflows. Assist customers with configuration, integrations, and feature usage. Support product releases and help communicate updates to users. Process & Documentation Maintain accurate ticket records and resolution timelines. Contribute to FAQs, user guides, and internal documentation. Identify recurring issues and recommend preventive improvements. Collaboration Work closely with Product, Engineering, and Customer Success teams. Provide structured feedback based on recurring customer challenges. Participate in incident management during system outages (if applicable). Required Qualifications Bachelor’s degree in Computer Science, IT, or related field (or equivalent experience). 2–5+ years of experience in Technical Support or Helpdesk roles. Strong troubleshooting skills across operating systems, browsers, and networks. Familiarity with ticketing tools (Zendesk, Freshdesk, Jira Service Desk, etc.). Excellent written and verbal communication skills. Ability to simplify technical concepts for non-technical users.