Technical Customer Support

We are looking for an experienced Customer Support Associate (Tier 2/3) to serve as the first point of contact for customers using one of our most technically complex software products. In this role, you will provide high-quality technical support, troubleshoot software-related issues, and ensure an exceptional customer experience while working closely with internal teams to resolve customer requests efficiently.

Responsibilities

• Deliver exceptional customer service through professional, timely, and solution-oriented communication.
• Respond to customer inquiries submitted through the support portal, email, and phone.
• Troubleshoot, diagnose, and resolve software-related issues by analyzing customer-reported problems and identifying root causes whenever possible.
• Investigate technical issues using available tools, logs, and documentation.
• Document customer issues, troubleshooting steps, and resolutions accurately within the support system.
• Escalate complex issues to higher-level technical resources when appropriate, providing complete documentation and context.
• Collaborate with Product, Engineering, and other internal teams to ensure timely issue resolution.
• Contribute to the continuous improvement of internal knowledge base articles, FAQs, and product documentation.
• Identify recurring customer issues and communicate trends that may improve product quality and customer experience.

Requirements

• 3+ years of experience in Technical Support, Software Support, Customer Support, or a similar client-facing technical role (preferably Tier 2 or 3).
• Strong troubleshooting and analytical problem-solving skills.
• Experience supporting software applications in a SaaS or enterprise software environment.
• Experience working with or consuming REST APIs and understanding API-based integrations.
• Experience writing and troubleshooting SQL queries.
• Strong customer-first mindset with the ability to explain technical concepts clearly to non-technical users.
• Ability to prioritize multiple issues in a fast-paced environment.
• Ability to work independently in a remote environment.
• Reliable high-speed internet connection (minimum 20 Mbps download / 2 Mbps upload) and a quiet workspace for phone and video support.
• Professional English proficiency (written and spoken).

Nice to have

• Experience supporting Salesforce.
• Experience supporting SaaS, ERP, PIM, CRM, or other enterprise software platforms.
• Familiarity with ticketing systems and knowledge management platforms.