Customer support specialist
This position has been filled. We are no longer accepting applications for this role.
The role
Bridge frontline support and engineering by proactively investigating root causes, documenting bugs, and feeding back product-related insights to ensure long-term customer success.
Core responsibilities
- Technical Support & Troubleshooting: Address support tickets with an investigative approach, examining underlying causes beyond surface symptoms
- Customer Success Advocacy: Provide strategic guidance beyond basic how-to answers, helping customers optimise for their use cases
- Escalation & Collaboration: Connect user concerns with engineering solutions, ensuring feedback informs bug prioritisation
- Knowledge & Insight Mining: Identify patterns across support cases to propose product improvements
Required skills
- Innate curiosity and drive to understand system logic
- Analytical empathy translating technical concepts to human solutions
- Diagnostic excellence in web-based SaaS environments
- Proficiency with Zoho, HubSpot, Jira, and Confluence
- Excellent English communication
Core requirements
- Native or advanced English fluency
- Minimum 2 years customer-facing experience in SaaS
- Quick ability to learn new software tools