Technical Support Specialist (SaaS & Data Analytics)

Tasks

• Analyze incident patterns
• Analyze logs and identify root cause
• Collaborate with Engineering, Product, and Customer Success
• Communicate solutions to customers
• Create support documentation and playbooks
• Document solutions in knowledge base
• Escalate critical issues within shift
• Maintain ticket notes and status
• Manage support queue with fast response times
• Monitor systems with monitoring tools
• Perform clean shift handoffs
• Support QA testing for releases
• Troubleshoot technical issues
• Validate and replicate reported bugs

Perks/Benefits

• Holidays
• Paid time off
• Remote work
• Rotating shifts

Skills/Tech-stack

API Integrations | Data Pipelines | Debugging | Freshdesk | Jira | Log Analysis | Papertrail | SQL | Sentry | Splunk | Ticketing systems | Webhooks | Zendesk