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# Technical Support Specialist

- **Company:** CERBERO AXIOS LLC
- **Location:** United States (Remote available)
- **Salary:** $65,000.0 - $85,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), JIRA, Business Software, Software as a Service, Data Integration, Software Engineering, Systems Integration, Web Applications, Postman, Software Troubleshooting, Bug Reporting, Data Management, Zendesk
- **Published:** September 4, 2026
- **Apply:** https://startup.jobs/technical-support-specialist-wift-9770971

## About the Role

* 1+ year of experience in technical support, customer support, application support, or a similar role
 * Experience supporting SaaS, web applications, or other business software
 * Strong troubleshooting and problem-solving skills
 * Comfortable investigating technical issues rather than relying only on predefined scripts
 * Good understanding of web applications, APIs, integrations, and common software issues
 * Strong written and verbal English communication skills
 * Ability to explain technical concepts clearly to both technical and non-technical customers
 * Organized approach to managing multiple support requests and priorities
 * Comfortable collaborating with Engineering, Product, Customer Success, and other teams

NICE TO HAVE

 * Experience supporting analytics, reporting, data, or business intelligence products
 * Basic SQL knowledge
 * Familiarity with APIs and tools such as Postman
 * Experience with Zendesk, Intercom, Jira, or similar platforms
 * Experience troubleshooting data integrations
 * Previous B2B SaaS experience
 * Experience creating customer-facing technical documentation

## Description

You will join the customer-facing team supporting our new analytics platform for mid-market businesses. You will help customers troubleshoot product issues, understand how to use the platform effectively, and resolve technical questions around data, reporting, integrations, and account configuration. You will work closely with Customer Success, Engineering, and Product to make sure customer issues are resolved quickly and recurring problems are addressed at the source., * Provide technical support to customers through email, chat, and other support channels

 * Investigate and resolve issues related to dashboards, reports, data, integrations, and product functionality
 * Reproduce reported issues and gather the technical information needed to identify their cause
 * Guide customers through product configuration and troubleshooting in a clear, practical way
 * Escalate complex technical issues to Engineering with clear reproduction steps and relevant context
 * Track support requests and maintain accurate documentation in the support system
 * Identify recurring customer issues and work with Product and Engineering to improve the product
 * Create and maintain help articles, troubleshooting guides, and internal support documentation
 * Monitor support trends and help identify opportunities to improve customer experience and product reliability
 * Work closely with Customer Success and Implementation teams during onboarding and ongoing customer support


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