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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Customer Support Specialist - **Company:** Mi-Case PA, Inc. - **Location:** United States - **Experience:** Experienced - **Salary:** $65,000.0 - $75,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Microsoft Azure, Bug Tracking Systems, Software as a Service, Cloud Computing, Databases, Issue Tracking Systems, Diagnostic Tools, Software Troubleshooting, Information Technology - **Published:** June 2, 2026 - **Apply:** https://www.mi-case.com/about/cultures-and-careers/job-posting/technical-customer-support-specialist-2 ## About the Role * Bachelor's degree in computer science / management information systems or relevant technical field experience. * A minimum of 3 years related professional work experience, such as application support or professional services. * Demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management)., * Familiarity with SaaS platforms, troubleshooting tools, and basic software development concepts (e.g., APIs, databases, etc.). * Previous experience in a technical support or customer support role, ideally within a SaaS environment. * Strong written and verbal communication skills, empathy, and a customer-first mindset. Ability to break down technical information into clear, user-friendly language. * Excellent analytical skills and the ability to think critically when diagnosing complex issues. * Ability to manage multiple support tickets or cases simultaneously, while maintaining quality and meeting SLAs. * Experience with bug tracking; Azure DevOps preferred. * Hands on experience with Service Desk software; Service Desk Plus Cloud preferred. Preferred Skills * Response time within documented SLAs for each customer. * Resolution Time within documented SLAs for each customer. * Staff satisfaction. * Ticket aging reports (daily, weekly, monthly). * Number of Outstanding Issues. ## Description The Mi-Case Technical Customer Support Specialist is responsible for delivering outstanding customer service and technical assistance for our cloud-based software products. This role involves diagnosing and resolving software-related issues, guiding customers through solutions, and collaborating with internal teams to address technical concerns and improve the overall user experience. Strong communication and problem-solving skills, along with a customer-centric mindset and a proactive approach are essential as you collaborate with various stakeholders to enhance service delivery. Other responsibilities will be acting as a customer advocate, helping to maintain the internal knowledge base, management of the ticketing system, and communicating with internal stakeholders., * Provide timely, efficient, and professional support via various channels (email, phone, chat, or ticketing system) to troubleshoot software issues, answer questions, and resolve concerns related to the company's SaaS products. * Diagnose, troubleshoot, and resolve technical issues ranging from simple queries to more complex software bugs and configuration problems, escalating to specialized teams when necessary. * Take ownership and responsibility of customer issues until resolved. * Develop deep knowledge of the company's SaaS products and features, staying updated with new releases, updates, and best practices. * Work closely with development, product, and QA teams to report software bugs, product feedback, and feature requests. * Assist in reproducing customer-reported issues to aid development teams in diagnosis and resolution. * Create and maintain internal documentation, FAQs, and troubleshooting guides to support customers and internal teams. * Update product knowledge articles to reflect new features or common issues. * Track and report on key performance metrics (e.g., ticket resolution time, customer satisfaction, etc.) and ensure that service-level agreements (SLAs) are met. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Why make use of an integration platform in today's software developments and infrastructure?](https://www.wearedevelopers.com/videos/758-why-make-use-of-an-integration-platform-in-today-s-software-developments-and-infrastructure) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)