Application Technical Support Specialist (36167)

Application Technical Support Specialist

Mertens, part of MalamTeam, is hiring an Application Technical Support Specialist for a leading organization

The role includes supporting international customers, investigating complex technical issues, analyzing logs and data, and leading end to end resolution processes

Responsibilities

Support international customers and manage complex technical issues

Investigate incidents and analyze logs and data

Lead end to end troubleshooting and resolution processes

Collaborate with Product, DevOps, QA, and Operations teams

Work with REST API, HTTP and HTTPS, JSON, Web Services, Zendesk, Jira, and Azure DevOps

Manage escalations and improve the customer experience

Create and maintain a Knowledge Base

Deliver training sessions

Drive customer success from both business and technological perspectives

Requirements

At least 2 years of experience in Customer Success, Technical Support, Application Support, or Technical Account Management

Experience investigating complex technical issues, analyzing logs, and working with monitoring and investigation tools

Experience working with REST API, HTTP and HTTPS, JSON, and Web Services

Experience with Zendesk and task management systems such as Jira or Azure DevOps

Very high level of written and spoken English