1950 Technical Support Specialist – SaaS

Este es un puesto de trabajo remoto.

We are looking for a Technical Support Specialist with hands-on experience supporting SaaS applications strong problem-solving skills and excellent English communication.

The ideal candidate is proactive analytical and capable of independently investigating and resolving complex technical issues while delivering an outstanding customer experience.

• 1 year of experience in customer-facing SaaS Technical Support (mandatory).
  

• Proven experience troubleshooting software applications and resolving technical incidents.
  

• Experience with ticketing tools such as Zendesk Jira Salesforce HubSpot or ServiceNow.
  

• Advanced English proficiency (B2/C1 preferred).
  

• Strong analytical thinking independent problem-solving and case ownership.
  

• Excellent communication adaptability empathy and customer service skills.
  

• Ability to investigate unfamiliar technical issues without relying solely on scripts or predefined solutions.
  

• SQL HTML REST APIs or Postman.
  

• Experience with bug investigation and root cause analysis.
  

• Experience supporting government-related software.
  

• Bachelors degree in IT Computer Science or a related field.
  

• Provide technical support to SaaS customers via tickets email chat and phone.
  

• Investigate troubleshoot and resolve software issues including unfamiliar or undocumented problems.
  

• Take full ownership of support cases from initial investigation through resolution.
  

• Identify reproduce and document software bugs.
  

• Collaborate with Product and Engineering teams to resolve complex incidents.
  

• Maintain accurate ticket documentation and contribute to knowledge base articles.
  

• Communicate technical solutions clearly to non-technical customers.
  

• Follow incident management procedures and support continuous improvement.