Description
About the Role:
We are looking for a highly motivated International Technical Support Specialist to provide top-tier support to customers worldwide via email, Zendesk ticketing system, and phone calls.
In this role, you will handle complex technical issues, analyze logs, and develop a deep understanding of SaaS workflows. The position requires strong analytical skills to perform Root Cause Analysis (RCA), deliver creative solutions, and clearly communicate technical explanations in English — including guiding users in cases of incorrect usage.
Key Responsibilities:
- Ticket Management:
- Manage support tickets using Zendesk, ensuring full documentation and adherence to SLA (Service Level Agreement).
- Technical Troubleshooting:
- Analyze log files and use tools such as Elasticsearch, Kibana, or similar platforms to identify and resolve issues.
- Root Cause Analysis:
- Diagnose whether issues stem from system bugs or user errors, including proper documentation in bug tracking systems.
- Collaboration with R&D:
- Open and manage bugs in Azure DevOps, including attaching logs, screenshots, and detailed technical information.
- Customer Communication:
- Provide clear, professional responses in English, including technical explanations, guides, and references to the Knowledge Base.
- Documentation & Knowledge Sharing:
- Maintain and update FAQs, create user guides, and support internal knowledge transfer across teams.
- Escalation Management:
- Escalate complex issues to higher-tier support when necessary.
Requirements
Requirements:
- Full professional proficiency in English (written and spoken) – mandatory
- Previous experience in Technical Support / NOC / Helpdesk – advantage
- Experience working with Zendesk – strong advantage
- Familiarity with bug tracking systems such as Azure DevOps or similar
- Experience reading logs and understanding common protocols (HTTP, APIs, JSON)
- Familiarity with SaaS systems and integration processes
- Strong customer service mindset, patience, and the ability to explain technical concepts to non-technical users
