About the Role
This role is responsible for delivering timely technical support to users of a web-based platform, diagnosing application issues, escalating bugs, and working with engineering teams to resolve incidents. The specialist ensures high service availability and contributes to continuous improvement of support processes.
Responsibilities
- Respond to incoming technical support requests from users worldwide
- Diagnose and troubleshoot issues within a SaaS application environment
- Document and track incidents using a case management system
- Escalate complex technical problems to development teams
- Collaborate with engineers to reproduce and validate reported bugs
- Provide status updates to users during incident resolution
- Maintain accurate records of support interactions and resolutions
- Follow defined procedures for handling security-related incidents
- Assist in testing patches and updates before deployment
- Monitor system health and alert on anomalies
- Contribute to knowledge base articles for common issues
- Ensure compliance with data privacy standards during support tasks
- Work across time zones to support a global user base
- Participate in on-call rotation for critical outages
- Verify fixes before closing support tickets
- Identify recurring issues and recommend preventive measures
- Support user onboarding with technical setup guidance
- Assist with configuration troubleshooting for integrations
- Communicate technical details clearly to non-technical users
- Follow ITIL-based processes for incident and problem management
- Maintain familiarity with application architecture and data flows
- Assist quality assurance teams with pre-release testing
- Report trends in support volume and issue types
- Uphold service level agreements for response and resolution times
- Stay current with platform updates and feature releases
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with office and remote flexibility
Team
Part of the global customer support team focused on technical operations and system reliability
Our Mission
Driving sustainability across global supply chains through transparent assessment platforms
Technology Stack
Primary technologies include Java, Spring Boot, React, PostgreSQL, AWS, Docker, and Kubernetes
Growth Opportunities
Team members are encouraged to pursue certifications, attend trainings, and explore internal mobility
Available for qualified candidates
