Technical Support Specialist

Job Title: Technical Support Specialist (Tier 2)

Job Type: Full-time from Remote

About DOKKA:

DOKKA is transforming accounting processes by providing a powerful SaaS platform that automates document management and data extraction, helping businesses streamline workflows and improve productivity. We are committed to delivering exceptional support to our clients as they integrate DOKKA into their operations. We’re looking for a skilled Technical Support Specialist to join our team, helping us maintain our reputation for excellence in customer satisfaction.

Job Description:

As a Technical Support Specialist for DOKKA, You’ll work closely with customers and internal teams to resolve technical problems efficiently, analyze logs, and support API-based integrations to provide a seamless user experience.

Key Responsibilities:

• Focus on troubleshooting, setup, and maintenance of platform integrations.
• Diagnose and resolve technical issues through log analysis, error tracking, and collaboration with engineering teams.
• Use Postman and other tools to test and validate API requests, including communication issues.
• Leverage Python scripting skills to automate tasks and troubleshooting issues.
• Perform database queries to troubleshoot and validate data consistency and data-related issues.

Requirements:

Proven experience in technical support for SaaS platforms, ideally in a B2B or accounting software environment.

• Strong understanding of web technologies (HTTP, REST APIs, JSON) and hands-on experience with Postman for API testing.
• Ability to analyze logs, identify trends, and troubleshoot complex issues within a SaaS platform.
• Familiarity with database queries (e.g., SQL) to support data analysis and troubleshooting.
• Experience with integrations and the ability to assist clients in resolving connection or data sync issues.
• Strong problem-solving skills, a customer-centric mindset, and the ability to manage multiple priorities.
• Excellent communication skills, with the ability to explain technical details clearly to non-technical users.
• Excellent Hebrew and English language skills, Russian is a big plus

Preferred Qualifications:

• Previous experience supporting an automation or accounting platform.
• Understanding of accounting workflows, business processes, or ERP systems.
• Familiarity with cloud platforms and DevOps tools relevant to SaaS applications.
• Proficiency in Python for troubleshooting, debugging, and scripting.