Technical Support Specialist: B2B SaaS (Tier 1/2)
- Hiring from
- Africa, Egypt, Philippines
- Work type
- Remote
- Posted
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Job Description
This is a remote position.
Open to candidates in South Africa, Egypt, Kenya, Nigeria, Ghana, Philippines
Our client is looking for a Technical Support Specialist who will be the first technical contact for business customers using our software, solving login, setup, integration and bug issues and escalating real defects with everything engineers need. You will explain fixes clearly to non-technical users.
Key Responsibilities
- Handle tickets, chats and calls in Zendesk within SLA
- Reproduce issues and gather screenshots, logs and HAR files
- Test API calls in Postman and run basic SQL checks to validate reported issues
- File clear bug reports in Jira and track them to resolution
- Write and update help-centre articles and macros
- Escalate complex cases to Tier 2 or engineering and share trends with product
Requirements
- 2+ years in technical support, ideally for a B2B SaaS product
- Familiarity with Postman, Jira and Zendesk
- Ability to learn a complex product and keep up with frequent releases
- Own computer, headset and reliable internet
