We are seeking a smart, proactive and quick learning person to join our dynamic TIER2 support team. This role is critical in providing top-tier technical support and exceptional customer service to our valued clients. The ideal candidate will possess a deep understanding of our products and services, advanced troubleshooting skills, and a passion for solving complex issues. The specialist will act as an escalation point for other teams and will be responsible for ensuring the highest level of satisfaction for our customers.

• Advanced Troubleshooting and Support: Provide expert-level technical support to resolve complex customer issues, including software and network-related problems.
• Escalation Management: Serve as the primary point of escalation for other teams, ensuring timely and effective resolution of issues.
• Customer Communication: Maintain clear, professional, and timely communication with customers throughout the support process, ensuring they are informed of progress and resolutions.
• Knowledge Base Management: Contribute to and maintain an up-to-date knowledge base, including writing and updating technical documentation and FAQs.
• Training and Mentorship: Provide training, guidance, and mentorship to lower-tier support staff to enhance their technical skills and customer service capabilities.
• Incident Management: Track, document, and manage support incidents using the company’s ticketing system, ensuring all issues are logged and updated accurately.
• Root Cause Analysis: Conduct thorough root cause analysis on recurring issues and work with relevant teams to implement long-term solutions.
• Collaboration: Work closely with other departments, including the dev team and the product management, to ensure seamless support and product enhancements.
• On-Call Support: To consult our partners in case of urgent issues.

• Experience: Minimum of 2 years in a technical support role.
• Technical Skills: API platforms - Insomnia/Postman, reading JSON/XML logs, understanding of HTTP protocol.
• Communication: Good verbal and written communication skills in English, with the ability to convey technical information to both technical and non-technical users.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive and detail-oriented approach.
• Customer Focus: Demonstrated commitment to providing exceptional customer service and improving customer satisfaction.
• Team Player: Ability to work effectively in a team environment, collaborate with cross-functional teams, and contribute to a positive team culture.
• Adaptability: Flexibility to adapt to changing priorities, handle multiple tasks simultaneously, and work under pressure.