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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Customer Support Specialist - **Company:** Ryde Technologies, LLC - **Location:** Phoenix, AZ, United States - **Experience:** Experienced - **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:** August 14, 2026 - **Apply:** https://www.wayup.com/i-j-Technical-Customer-Support-Specialist-Ryde-Technologies-LLC-609488840310953/ ## About the Role + Bachelor's degree in Computer Science, Management Information Systems, or related technical field experience. + Minimum of 3 years of related professional work experience, such as application support or professional services. + Demonstrated knowledge of ITIL (Information Technology Infrastructure Library) or ITSM (IT Service Management) lifecycle elements. Required Skills + Familiarity with SaaS platforms, troubleshooting tools, and basic software development concepts (e.g., APIs, databases). + Previous experience in a technical support or customer support role, ideally within a SaaS environment. + Strong written and verbal communication skills with a customer-first mindset and the ability to translate technical information into clear, user-friendly language. + Excellent analytical and critical thinking skills for diagnosing complex issues. + Ability to manage multiple support tickets simultaneously while maintaining quality and meeting SLAs. + Experience with bug tracking tools; Azure DevOps preferred. + Hands-on experience with Service Desk software; Service Desk Plus Cloud preferred. Preferred Skills + Consistent response time within documented SLAs for each customer. + Resolution time adherence within documented SLAs. + Strong focus on staff/customer satisfaction. + Ability to monitor and manage ticket aging reports (daily, weekly, monthly). + Effective tracking and reduction of outstanding issues. ## Description The Technical Customer Support Specialist is responsible for delivering outstanding customer service and technical assistance for 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 proactive approach, are essential. Additional responsibilities include acting as a customer advocate, maintaining the internal knowledge base, managing the ticketing system, and communicating effectively with internal stakeholders. Responsibilities + 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 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 full ownership of customer issues through to resolution. + Develop deep knowledge of SaaS products and features, staying current with new releases, updates, and best practices. + Collaborate with development, product, and QA teams to report software bugs, product feedback, and feature requests. + Assist in reproducing customer-reported issues to support diagnosis and resolution. + Create and maintain internal documentation, FAQs, and troubleshooting guides. + Update product knowledge articles to reflect new features and common issues. + Track and report on key performance metrics (e.g., ticket resolution time, customer satisfaction) and ensure service-level agreements (SLAs) are consistently met. ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [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) - [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) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) ## 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) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Technical Documentation For Developers](https://www.wearedevelopers.com/magazine/128-technical-documentation-for-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)