Job Summary

Receive, investigate, and resolve incoming technical support requests from customers in a timely and professional manner;
Analyze incidents to identify their root cause and implement appropriate solutions whenever possible;
Escalate complex technical issues to engineering or product teams, ensuring all relevant technical details are clearly documented;
Collaborate closely with cross-functional teams and participate in daily stand-up meetings to stay aligned on priorities, ongoing issues, and project updates;
Utilize AI-powered tools and solutions to automate repetitive customer inquiries and optimize support processes;
Create, maintain, and continuously improve the internal knowledge base by documenting resolved issues, troubleshooting procedures, and best practices;
Monitor recurring issues and proactively recommend process improvements to enhance customer experience and operational efficiency;
Communicate technical issues and solutions effectively to customers while maintaining a high standard of customer service.

Requirements

Bachelor's degree in Computer Science, Information Technology, Software Engineering, or a related field;
1–3 years of experience in Technical Support, IT Support, Application Support, or a similar customer-facing technical role;
Solid understanding of APIs, including request/response flow, authentication, and common integration concepts;
Good knowledge of web technologies, including HTTP/HTTPS, web architecture, browser behavior, and client-server communication;
Strong analytical and critical thinking skills with the ability to investigate technical issues and identify root causes;
Excellent problem-solving abilities and a structured approach to troubleshooting;
Strong prioritization and time management skills, with the ability to effectively manage multiple incoming requests based on impact and urgency;
Excellent verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences;
Ability to work collaboratively in cross-functional teams and participate actively in Agile ceremonies such as daily stand-ups;
Experience working with AI-powered tools to improve workflows and automate repetitive tasks is considered an advantage.

Benefits

Competitive salary that aligns with industry standards;
Comprehensive benefits package, including Medical Insurance and Push30 Subscription;
Employee discounts on Plan & Eat meal subscription plans;
Employee assistance programs, providing professional development and career growth opportunities;
Company-sponsored social events, team-building activities, and volunteer opportunities.