Technical Support Specialist

We are seeking a Technical Support Specialist to join our dynamic team. This role is pivotal in providing first-line and second-line technical support, ensuring smooth platform operation, managing escalations, and collaborating cross-functionally to improve user experience and operational performance.
The ideal candidate is hands-on, technically savvy and a process oriented mindset.
Key Responsibilities:
Provide Tier 1 and 2 technical support for customers, manage internal support issues for internal tools, software and services, manage user tickets, summarize sessions/issues, and resolve platform bugs promptly.
Monitor production incidents and errors, acting as the first response gatekeeper for issues and ensuring swift resolution.
Investigate and escalate complex issues to R&D/Product teams with full documentation and reproduction steps.
Assist in onboarding new customers by providing technical guidance, hands-on support and training through product setup and best practices.
Support new features releases with training and technical guidance.
Collaborate with product and engineering teams to relay user feedback.
Analyze recurring issues and recommend process or product improvements
Generate and maintain operational reports, support ongoing platform health monitoring, and provide ongoing support to cross-functional teams
Create and maintain support documentation, FAQs, and knowledge base articles.