Technical Customer Support

We are looking for an experienced Customer Support Associate (Tier 2/3) to serve as the first point of contact for customers using one of our most technically complex software products. In this role, you will provide high-quality technical support, troubleshoot software-related issues, and ensure an exceptional customer experience while working closely with internal teams to resolve customer requests efficiently. Responsibilities Deliver exceptional customer service through professional, timely, and solution-oriented communication. Respond to customer inquiries submitted through the support portal, email, and phone. Troubleshoot, diagnose, and resolve software-related issues by analyzing customer-reported problems and identifying root causes whenever possible. Investigate technical issues using available tools, logs, and documentation. Document customer issues, troubleshooting steps, and resolutions accurately within the support system. Escalate complex issues to higher-level technical resources when appropriate, providing complete documentation and context. Collaborate with Product, Engineering, and other internal teams to ensure timely issue resolution. Contribute to the continuous improvement of internal knowledge base articles, FAQs, and product documentation. Identify recurring customer issues and communicate trends that may improve product quality and customer experience. Requirements 3+ years of experience in Technical Support, Software Support, Customer Support, or a similar client-facing technical role (preferably Tier 2 or 3). Strong troubleshooting and analytical problem-solving skills. Experience supporting software applications in a SaaS or enterprise software environment. Experience working with or consuming REST APIs and understanding API-based integrations. Experience writing and troubleshooting SQL queries . Strong customer-first mindset with the ability to explain technical concepts clearly to non-technical users. Ability to prioritize multiple issues in a fast-paced environment. Ability to work independently in a remote environment. Reliable high-speed internet connection (minimum 20 Mbps download / 2 Mbps upload) and a quiet workspace for phone and video support. Professional English proficiency (written and spoken). Nice to have Experience supporting Salesforce . Experience supporting SaaS, ERP, PIM, CRM, or other enterprise software platforms. Familiarity with ticketing systems and knowledge management platforms.